The issue becomes when the human at the other end of a chat or phone conversation is limited to the same fixed set of responses and solutions that the bot is. S

The issue becomes when the human at the other end of a chat or phone conversation is limited to the same fixed set of responses and solutions that the bot is. So, they in effect become not much better than the bot because they are not allowed to use any non-scripted actions or reasoning. I have been encountering that more and more.