That’s what tier 2 service would be for. But the vast majority of calls are people wanting to execute a simple order or transaction, or ask a silly question they could have googled.
If your problem can be solved by a bot, and it means you can be done immediatelu and don’t need to be on hold for 20m+ waiting for t2 support, you’re going to prefer it.
Also, we’ve come a long way in just 2-3 years. It will be very difficult for us to talk about how good the experience will be in 5-10 years.