@lauren@mastodon.laurenweinstein.org Whenever someone has the 'brilliant' idea of a customer service bot, I ask the room if they have ever had a positive experience with one, and if we have comprehensive documentation for humans or if a lot of the customer service today is done through tribal knowledge and training. It's been surprisingly effective at pulling people's head out of the clouds. But then again, I typically work in environments where quality is prioritized over costs.