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It is helpful in most of the scenarios when someone is facing common issues as it always welcomes you with that energy no matter what the time is, better than a support officer who has been pissed off under his work pressure and answers your query in a rude way.
However it is also not possible to classify all kind of issues under few options. Sometimes people get annoyed when they cannot find any solution after following a long list of options on IVR and realize that they have been on phone for so long for a task which can be done by any agent in seconds.
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