The problem with customer support broadly isn’t having the agent understand you, it’s often about escalation until you get to an agent with the authority to handle your particular exceptional circumstance. There is no godly way any company will ever allow a chatbot, however capable, to go off script.
No, but it could defer to a human if it’s unable to assist. If a chatbot can cover 80% of common support tasks, that vastly reduces the number of support staff but those who remain will be necessarily more skilled and have more authority
