In practice, places will ignore that it doesn't work for everything, cut off any sort of physical call centers, and then people just end up fed up with their services.
I absolutely hate places aggressively adopting chatbots and phone bots.
Perhaps, but that's also true with physical call centers, some of them are helpful and some are hell.
Hopefully the costumers will rewards companies with better customer service.
A good company will provide a good chat bot that will make it immediately clear when it can help and when it can't, with a clear and simple way to contact a human if needed.
If a company has really good products that never have issues, who would ever know whether they have good customer service?
I kid, sort of, but I've seen awfully expensive equipment in use for years before anyone really stress tests the vendor support, and so much of reputation is just advertisements and luck. And the quality of support seems to change pretty quickly... though usually for the worse...
I have seen that businesses over the last couple of years HAVE replaced some or all people.
With amazon, I used to be able to email someone. Now I cannot. I have been forced to use a chat session. The chat session is partially automated. It could be completely automated, and I don't know if people will always be able to tell the difference.
Tesla basically forces all service calls to the tesla mobile app.
Getting a hotel is similar. web pages and phone calls are a minefield of dark patterns, where the customer is worn down and worn out by automated systems.
There are exceptions, but it is a supreme battle of will and patience.
Or frustrate people enough so they go and figure out the solution by themselves, or not file that complaint, or whatever it was they wanted to do but did not actually necessarily need assistance with, while giving the semblance of trying to be helpful
Not saying this is a good thing, but then I'm not an upper manager with dollar symbols in their eyes