Earlier quoted context omitted.
> Significantly economically impactful in some cases- obvious examples of call centers and first-line customer support. Is it that obvious? Yesterday I had a trivial but uncommon issue with my pharmacy. I reached out to them online - their chatbot was the only channel available. I tried, over the course of 20 minutes and 3 restarted sessions, to communicate an issue that a human would have been able to respond to in…
It is very easy to measure costs associated with a customer. It is nearly impossible to measure the customers lost. And you may never return, which they’ll never know.
And don't think it can't happen. Consolidation in to just a few companies us happening in huge numbers of industries.