Most chatbots are just bad: either just trying to get your mail-address because no support person is online or being a convoluted menu in the tiniest window. I

Most chatbots are just bad: either just trying to get your mail-address because no support person is online or being a convoluted menu in the tiniest window. It would be fair to rule those out and look at more conversational chatbots that provide good guidance through form filling, understand natural language and maybe are even hybrids that can be taken over by humans when they fail themselves. A simple form of the hybrids is some pre-processing. The bot says "hello" and "whats your problem" or identifies your account and than human support staff jumps right in to the action.