Recently I saw the process of filling for 2 insurance claims through 2 different entities. First one used a great ai voice agent that does the process of filtering your query. it understood me perfectly. But then I still had to wait in line for an actual agent. Ok wait for 6 hours. Whatever. Call again - the 2nd time going through the same agent is painful. Its so slow. And all this just to connect me to a human - who was EXCELLENT. What did ai add? And for now a human has to be involved in any complex permission changes to your account. AND I like that.
The 2nd agency I called them through phone. No ai. But it is excellent cause they do async processing. so you reserve a slot and they call you back. i don't care if those are not answered urgently. Because I just want to talk to a human.