Some people just prefer going into a physical place and talking to someone in a face to face conversation they can understand. I’ll very rarely want to sit in a phone queue just to talk to “Jason” who has a thick Filipino accent sitting in a crowded support room talking through what sounds like a a 1kbps VOIP connection. And I’m never going to text chat an AI bot for help.

Contrast that to my kid who is horrified by in person interactions and thinks that the kiosks at McDonalds were the world’s greatest recent invention.

Not to mention people with disabilities that make one form of communication the only option.

People are different and good companies try to serve them all.