This is an incorrect assertion. Making common actions self service without needing a human is almost always a customer win. For example automatic refunds on request if your request meets the correct criteria, instead of needing a human to look at it and make an arbitrary decision. Or having a knowledge base of common issues that can help people fix problems on their own without needing to talk to a person. Both are much faster and more repeatable.
Agent_Karyo@piefed.world 1 week ago
But this is not viable for every use case. If there is a major issue with my Bank account, I want to speak to person, period.
Specific actions have automated workflows is of a course a good thing.
Documentation is also good, but it often doesn’t account for edge cases or your unique situation. Not to mention, the majority of the public is not going have the desire to deal with documentation.