When? I’ve used various customer service chat bots and they just point me to the knowledge base. They can’t take any actions. You have to talk to a human for that, and if I just wanted info I wouldn’t have contacted support in the first place.
The vast majority of CS contacts don't require action, and are not through a chat bot.
You don't even need to automate all the steps, an IA is perfectly capable of fetching the customer data, delivery info etc and write a decent reply, then a human agent can discard it, improve it or send it as written.
