Knowledge?
"in the knowledge that advances in natural language processing and text-to-speech models make it harder for people to detect whether they're interacting with a bot or not"
More validly on the assumption that folks won'tt detect it. But just try asking the bot a question it hasn't encountered before - although I must admit this frequently flummoxes human call centre operatives as well, but at least one can sometimes argue with them to get it escalated.
On the other hand, 'customer service' is typically viewed as a PR loss leader, so nobody really cares whether the caller gets a resolution to their problem.
Biting the hand that feeds IT
