Yes, the cost of having real agents is the main reason for chat bots to exist. The bot is like a buffer: you can deflect simple issues; capture information fo

Yes, the cost of having real agents is the main reason for chat bots to exist. The bot is like a buffer: you can deflect simple issues; capture information for the agent; show feedback about the wait time and agent availability. Badly implemented bot AI is not the only issue. To give a good CX, companies need to invest in giving the agents the right tools. It’s extremely frustrating when the canned responses fail and there isn’t anybody to answer or when you have to repeat all the info (because the agent cannot see your chat with the bot).