I agree. In my head I group chatbots into: 1. bot that can regurgitate the faqs 2. bot that can perform actions
I've had good experiences with type 2 bots with Amazon, Uber, and Doordash, refunding orders that weren't delivered, etc. I assume they have a budget for refunds based on your purchase and refund volume, very similar to the agency a normal customer service agent would have.
> 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.
I've had good experiences with type 2 bots with Amazon, Uber, and Doordash, refunding orders that weren't delivered, etc. I assume they have a budget for refunds based on your purchase and refund volume, very similar to the agency a normal customer service agent would have.