Hm these comments are helpful. Seems like the other comment is suggesting a bot would be too flexible, and you're suggesting the bot would be too rigid. Is that accurate?

I also wonder if the reason complaints aren't escalated is because supervisors are short-staffed or if it's because the company is worried about losing revenu with escalated complaints.

The whole point of scripts, decision trees, bots etc is to lead a customer down a pre-defined path to an outcome the business can predict, forecast, and manage to _their_ desired outcomes. They can then do things like push more automation and less staff, esp less supervisors (there’s no decisions to be made now).

Any scenario that doesn’t fit that process is inefficient for the business. What fits for the customer is likely the opposite (maybe not always though)

I think people (customers) in general want to be heard and their problem considered. But instead get treated like an annoyance for not fitting the mold, or ignored.

So, the further down the path of automation and away from people manning phones and helping out the customer, the more dire I think it’ll be. I can’t see any company deviating from that trend though.

I think the other comment was made in sarcasm and they are saying a similar theme to me.

Good point. But do you think they do this mainly because they're short staffed?

Self-charging is interesting. Seems like it would be difficult, since you would have to have your screen at a very specific angle, given the lid of the laptop has the most non-screen and non-keyboard surface area.

The panel can sit on the lid, but it could “flip out” so that even though the screen is facing you, the solar panel could face upwards toward the sky at the same time :D

Getting users? Or maintaining them (eg. resolving complaints, etc.)?

Any specific area? Is it more an issue of the company not updating to newer releases or is it more a lack of up-to-date software offerings.

Do you have any examples of outdated tools and why they're no longer well-equipped?

Hm, how does this typically manifest itself? Is it in having overly tight budgets or more so in having unrealistic expectations?

I wonder if there's a more seamless way to facilitate vertical communication when the chain of command is long.