I am clearly missing something.<p>How would the agent(s) be capable of answering customers' questions?<p>Besides the "ordinary" and "very basic" ones <i>like</i> (say):<p>"Is the shop open next Sunday?"<p>"I am sorry, no, the shop is open monday to friday from 9:00 to 18:00."<p>And which kind of access should/would these operators have?<p>I mean (one of your examples):<p>"I am trying to pay, but my card is getting declined"<p>"I am sorry, let me check it with the bank"<p>What does (or can) the operator do, like:<p>1) actually check with the bank<p>2) open a ticket (or send a mail) about the issue<p>Only to show how old I am, once upon a time customer support personnel (telephone) was "in-house" (employees that knew about the company operations and could actually solve problems in a timely manner).<p>Then it was externalized to "call-centers", where operators were taught a small subset of the needed knowledge[1] and given very little power to resolve anything.<p>Then it was (often) moved abroad and further restricted in what they could do, but still there was the need to teach lots of things[2] to the operators.<p>If your operators assist for multiple companies, they will need to know quite a bit about each company, wouldn't they?<p>How do you plan to transfer the needed knowledge to them?<p>[1] AFAIK by means of (usually) quickly written "procedure manuals"<p>[2] I believe by means of FAQ and FGA collections