The chat version of it has been really bad. We had our national flag carrier Finnair try that. They used foreign reps through a translation service. The outcome was so bad it caused them a PR disaster after screenshots of completely nonsensical stuff emeged.
I kinda don’t get why this is big news other than it’s on a mobile device. Call centers have been doing versions of this for multiple years now.
The chat version of it has been really bad. We had our national flag carrier Finnair try that. They used foreign reps through a translation service. The outcome was so bad it caused them a PR disaster after screenshots of completely nonsensical stuff emeged.