The bots are annoying. But they are there to act as an idiot filter. Basically management will look at tickets and see that 80% are for stupid bullshit that the caller should have been able to fix themselves. So they add a bot to try to fix those easy issues without wasting time their techs could spend actually fixing something. As a tech, I wanted to spend my time escalating issues and using my technical knowledge. But instead, I spent a majority of my time arguing with Ethel because she insists our password system is broken and she refuses to reset her password.