Hi Lena,
My question is why Turbotax customers cannot reach a live agent to ask questions for help? Currently, the chatbot leverages common solutions. When a user asks to speak with an agent they are provided an ID and phone number in the chat. When the user calls this number the IVR is stuck on asking the same 3 questions and never actually allows the user to speak to a live agent. Even when providing the ID from chat the IVR system loops back to the original 3 questions without speaking to a live agent. Do you know why customers cannot speak to a live agent at TurboTax?
