Chatbots. We are wasting away possibly the most effective weapon in our arsenal.

"Its just a computer program designed to help individuals (customers) without the burden of having a customer service team". The only reason why it was wrong because the implication behind it was that of a'customer support' function. While the truth is -- Chatbots are, or at least they can be, much more than that. Consider the typical chatbots today. Bots that will raise support tickets for you, allow you to leave your concern, feedback etc. so that their team can get in touch with you later.