These organizations look more like technology companies than service organizations – and for good reason! They maintain technology is the complete answer (and replacement) for personal, human interaction. “Borgs” tend to have fewer service product lines, but claim those products are deployable in near-limitless use cases.
As with anything, you can have too much of a good thing. We know the best technology is most effective when paired with great, proven processes and dedicated, thoughtful people at the helm. Your customers don’t want to speak to a software platform and they certainly don’t want to be tricked into thinking they’re talking to a real person! Technology alone can’t solve all your problems. And in fact, a lot of technology for call center needs lacks cultural nuance (i.e. moderation, but some customer support as well), and you end up paying more to fix problems that tech exacerbated.