I was immediately interested in your article when you wrote MY pet peeve - "sorry I didn't get that." This human gets very angry at the bot LOL. Also, the option for speaking to a real person (non bot?) is essential, as you point out. Very good article - it explains a lot about what needs to be fixed and adjusted with the bot algorithms. I think the bot also needs to grab key words from the human's txt and ask more like BOT: You said you want a [refund]. I understand. Can you tell me at least one thing that went wrong with [insert product]. etc, etc...