Excellent points here, I especially like the breakdown of areas where you see automation with bots playing a role.
What do you think of a combined solution? I mean a virtual agent that can do simple requests, routes and escalates more complex tasks and works like you described in point 3. using a hybrid, Human+AI model.
This is what we aim to do at Bicycle AI, would love your take on our solution.
Also, how do you handle the bot-to-human handover, what is the ideal experience in your opinion?