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A few weeks back my internet fibre line went down. I am fortunate to live near a hospital, which means I rarely suffer power outages and hence always have internet connectivity. Because I work primarily from home, a lack of internet will mean I can not do my job. It’s comparable to planning to go to the office in the morning and discovering your car isn’t working.

I learned, after a desperate search, that my internet service provider does not have a telephone helpline. I was able to communicate only via a WhatsApp chatbot. In principle, I am content to use this technology because it should be quicker than waiting for a human call-centre agent to help me...

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