But you would not believe how many average people refuse to spend even 10 seconds trying to answer own question and insist on reaching out to a human even when the answer is very obviously readily available. Sometimes this makes sense; there's some scams out there and at least speaking to a native English-speaking person is reassuring when it comes to who you trust your money with. But sometimes some people are just miserable and want to annoy others.
Do you have examples?
When I think of FAQs, IIRC almost all the time it seems like they wrote it before release and never upgraded it with actual questions.
But in most cases I think it is both: FAQ isn't updated/relevant && people don't check it.
If the bot can't find the answer, connect to a human. That way, the company's support burden is decreased while still being able to talk to a human if needed.
