Industry experts say online chatbots are only solving the simplest problems.
Trent Ryland recently spent hours on the phone with WestJet, trying to sort out a problem with a family member’s flight between Alberta and Newfoundland.
Though his problem was eventually solved, he says the experience, which involved multiple customer service agents and calls, was frustrating — and was not unique to that airline. He says he’s also struggled to reach telecommunications companies.
https://www.cbc.ca/news/canada/edmonton/on-hold-automation-customer-service-1.6926069