[mikesabat]

Once the word "bot" is used, I pretty much discount the entire experience. A bot cannot "be more effective than good documentation with good search functionality."

Messaging has potential as a channel, but "bots" are a misstep. Faking a personality makes it even worse. Pretending to understand the user is just utterly transparent.

Messaging is good at collecting data, prompting response, reminding people and triggering actions like calls or clicks. None of the strengths are bot-based.