I started out thinking that we've all been conditioned by bad customer support chatbots whose only …

… I started out thinking that we've all been conditioned by bad customer support chatbots whose only purpose is to look up facts from the FAQ and then tell you to call the real customer support line to actually handle your problem. the problem was that the chatbots weren't granted hee ability and authority to actually do things . wouldn't it be great if you could aks a bot to cancel your account or change your billing info and it would actually do it? but then i realized... anything with a clearly defined process or workflow like that would be even better if it were just a form on an account settings page. why bother with a chatbot? customer support lines run by humans exist for two reasons: - increase friction for things you don't want your user to do (like cancel their account without first hearing a bunch of sales pitches) - handle unanticipated problems that don't fit into the happy-path you've set up on the settings page My worry is that business dudes will get excited about making chatbots that can do the former and they'll never trust an AI to be able to handle the later. …