100% witnessed this in the financial world too. Ai might help bridge that gap if the knowledge base has enough content, but quite often that is not the case. The people it hurts the most are the older generation, who have more time, are more technically illiterate and often have far more pressing concerns.

These businesses call it “cost to serve”. Cost to serve each customer, per year. Or “self-serve”, where all services are accessible from the app(s).

Controlling this cost, is one of the only ways in their mind to remaining profitable and allowing them to fuel their advertising funnel or acquire new customers with more ‘attractive’ rates & prices.