> the time it takes to get an agent up to speed is 3-6 months minimum.
And you believe there is a computer program that can bypass that and somehow address your customers' problems without having to expend the effort
If you want to make a business decision to treat your customers poorly and calculate that attrition will be below the cost savings, fine, you can probably do that without a chatbot at just make a longer support queue. But don't pretend you're doing anything for your customers.
Edit: dont believe me, look at the metrics you get from vendors: "deflection" or whatever they call it, how often can you prevent someone from getting real support from a person. Don't kid yourself, chatbots are just a bad guardian of an FAQ. Intent resolution is not the same as helping solve someone's problem.
Also, blaming your shitty customer service on Covid... I guess it's not surprising you care about your customers so little that you'd rather tangle them up with a computer program than actually try and help them. I'm assuming you're relatively senior, it's hard to imagine someone lower level being so out of touch. If so, please at least consider, the reason I'm spending time replying is that vendors are out to trick you into thinking there is technology that can help your customers. It can't, you are being swindled and your customers are being treated like shit. Don't buy chatbot software, dont make covid excuses, do what it takes to support the people buying from you.
