As of 2015, not all of Amazon's customer service is completely automated as customers can still reach a real person through either live chat, email or phone. Certain portions of the company's customer service is automated, however, such as order tracking or managing payment accounts and delivery addresses.
Prior to reaching a real person, Amazon requires customers to identify the issue in detail. The service categories are also divided into four distinct groups, which are orders, Amazon Fire and Kindle, Digital Services, Amazon Prime and other issues. Certain common questions are also addressed under the official Amazon website's Help section, such as shipping rates or ordering issues.