"If something is to replace humans at doing a job X then it has to be better than the humans at job X." Only if the something is supposed to replace ALL the humans doing X. The idea of using bots was good; let them handle the easy questions, and humans handle the hard ones, therefore fewer humans required. The implementation, not so good in many cases...
(Optionally s/many/more/ or s/many/all/, to your taste)
(Optionally s/many/more/ or s/many/all/, to your taste)