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"The chatbot apparently makes fewer errors than human equivalents, which has led to a 25% drop in repeat inquiries, while average conversations now last two minutes, compared with 11 minutes previously."

I wonder if they are actually confirming the reason calls are ending sooner and there are fewer callbacks. Because that can just as well be due to people not wanting to talk to a bot, and giving up when they realize that's the only option.

Also, I'm curious what the rate of misinformation to customers is.