Why do developers spend time answering tech support instead of paying a couple people to do this? It doesn’t make a lot of sense to me that the people with the skills and knowledge to further the bot are spending the majority of their time doing grunt work.
Yes it would cut into revenue initially but the increase in bot quality would draw in more over time.
I doubt the scale of operation is big enough to the point where they would need to hire a customer support. It seem like a 3-4 people project to me.