Comment by nostrebored

There needs to be some element of magic and push back. Every turn has to show that the AI is getting closer to resolving your issue and has synthesized the information you've given it in some way.

We've found that just a "Hey, how can I help?" will get many of these customers to dump every problem they've ever had on you, and if you can make turn two actually productive, then the odds of someone dropping out of the interaction is low.

The difference between "I need to cancel my subscription!" leading to "I can help with that! To find your subscription, what's your phone number?" or "The XYZ subscription you started last year?" is huge.