Depends on definition and design. Chatbots need designed conversation and a method to link to focused relevant data and people as needed.
Chatbots are over hyped: Emerj Report shows banks overstate the traction and ROI of conversational interfaces
Chatbot Applications Have Many Pilots and Proofs-of-Concept, But Very Few Strong Cases For ROI.
BOSTON, July 2, 2019 /PRNewswire/ -- Banking communications and press releases show conversational interfaces accounting for 38.87% of the AI use-cases at banks. In truth, most chatbots are pilot projects with little to no evidence of ROI; they're touted in the press to make banks appear more modern and convenient to customers. Emerj's AI in Banking Vendor Scorecard and Capability Map found conversational interface vendors score lowest in terms of funding and the AI talent they employ (2.4 out of 4.0). ....
Source: https://emerj.com
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