[gregjor]

Don’t trust important business processes or customer relationships to half-baked tech.

This kind of thing tells your customer very clearly how little your company cares about them. Calling a chatbot an “agent” doesn’t make the experience better for the customer.

[yeeyang]

We use this method to help users solve problems, and there are many successful cases.

[tailspin2019]

FWIW I’m tentatively bullish on AI (for specific use cases) but I have never once… ever… ever… had a useful interaction with a customer service chatbot.