No to BOT support

Hi,

This rating is not related to the telephonic support, which meets my needs adequately. My frustration is with the bot support; I don't understand its purpose. It seems useless and provides no real value.

I conducted a test to compare the telephonic waiting time with the bot's response to find an agent. On the phone, I am usually caller 3 or less, but the turnaround time with the bot is more than 30 minutes, always with the same response of "We are having a busy day." If you are so busy, why is it better to call you?

Additionally, I wanted to inform you that someone is impersonating one of your agents. I have saved the details.