Whether it is via live chats with real employees or artificially intelligent search functions such as IBM’s Watson. The only thing that’s important here is to answer customer requests as fast and easily as possible.
You are probably familiar with the story of Sherlock Holmes and Dr. Watson. Regardless of the version – book or movie – set in Victorian London or modern New York. Both of these characters created by the author Sir Arthur Conan Doyle complement each other well in their skills and use this to solve the most difficult of cases: nobody beats Sherlock Holmes when it comes to intelligence, instinct, and deduction skills. But what he often lacks is empathy and emotion. That’s why he has Watson there to help him out.