In almost every case, it's better to just use a regular dumb dialog tree than to try using any of the whizz-bang NLP stuff. I also have some horror stories abo

In almost every case, it's better to just use a regular dumb dialog tree than to try using any of the whizz-bang NLP stuff. I also have some horror stories about Watson that I'd love to tell if they weren't under disclosure agreements... All of the advanced features like this that are built into chatbot products are only there because they look fancy when you give the demo. From a customer perspective, you only ever want to get connected to the second-level customer service agent that might possibly be able to tell you to do something you haven't already tried. And from the business side, they want to get as many interactions out of the funnel so that they don't need to be connected, and thus they can run their customer service desks even leaner.