Congratulations on achieving this milestone and probably keeping your customers very satisfied along the way, but I eagerly look forward to the future where everyone is so sick of virtual assistants, bots, and knowledge bases that a low ratio is what gets celebrated as a growth milestone rather than a high ratio.

Automated triage is great for digital companies that want to scale cheaply, but not so great for the people who need to figure out how to usefully navigate them, with the brick wall support experience of Google/Facebook/etc being the already vivid example. It helped those companies grow and court techno-optimist investors, but nobody outside of their enterprise customers is happy about the customer service experience. Eventually, that becomes dirt on their reputation and works against their continued growth and success.