[sgt101]

I would qualify this.

There is a distribution of users. Definitely some users are better off (no matter how good the chatbot is) using the FAQ or websites. Some people are not chat interface orientated.

Some people would benefit from a very powerful and effective chatbot. The grandmother you cite for example! But the problem is that almost all chatbots are incompetent and really function to:

1) deflect users

2) bolster the innovation credentials of the organization or sponsors for the project.