[fakedang]

> very similar to the agency a normal customer service agent would have.

Exactly this is the differentiating factor. Even if you have a human on the other side, if they don't have the agency accorded to them to perform a particular action within given bounds, they are no good compared to a Chatbot. A chatbot will help such companies cut costs, but they'll also reduce the CX - but I doubt those companies give a damn about that.