This is a very shallow glance at how "chatbots" have been used in the customer service space, especially in the past 10 years. If you look at what the term has

This is a very shallow glance at how "chatbots" have been used in the customer service space, especially in the past 10 years. If you look at what the term has been referring to in the last decade or so, it's not really the AI assistants like Alexa or Siri. The best ones are primarily a customer service tool that helps people triage problems on their own and reduce the need for a human in the loop. They're not do-it-all human assistant replacements. I agree, generally, with the premise that a better UI > an OK chatbot. And ultimately, there are a whole host of problems that chatbots with complex decision trees or even LLMs can't solve, so a chatbot alone isn't really the solution. The combination of chatbot + escalation path to human agent does work pretty well, though.