@damianogerli I can’t fathom this. So a helpline actually fires real people, offering real help and replaces them with an ff-ing chatbot? Sorry for the strong language, but this reminds me a former colleague who vented in the early nineties that things would get so bad at social services that clients would have to insert their electronic ID into an ATM machine and the machine would subsequently decide whether they would qualify for benefits or not. We were social workers and live in Belgium, Europe. I am retired now and often wonder whether it will come to that. Although social worker is still a protected title in my country and you have to have at least a bachelor’s degree to be a social worker, #socalWork is not what it used to be. Generally, I have the impression that people are being educated well before entering our field, but once there, there is only so much they can or are allowed to do. Moreover, we experience a shortage of social workers.