@Pkbwood No, seriously - there was a project here in DK once where an organisation switched from a digital self-service to this & their complaint ticket pipeline dropped by 80%, because most of the issues could be solved immediately. That's because a lot of customer service calls don't even present an issue; the person just needs to be validated that they're doing things correctly - but the engineer mindset driving digital transformation says that 1 customer contact = 1 ticket.