I believe this is a clear example of the Moloch effect [1].
Companies race towards having the shiniest chatbot or _virtual assistant_, without fully understanding all the implications and customer needs. Everyone wants to have their brand name associated with being "the first" or "the best" in their segment for providing such technology, no matter how trivial it may seem -- e.g. as the article points out: just wrapping already available info in a dialogue.
Given these incentives and high stakes, it's also hard to "exit" the bandwagon, due to various factors like reputation, costs, and the uncertainty around your competitor not doing the same.
Companies race towards having the shiniest chatbot or _virtual assistant_, without fully understanding all the implications and customer needs. Everyone wants to have their brand name associated with being "the first" or "the best" in their segment for providing such technology, no matter how trivial it may seem -- e.g. as the article points out: just wrapping already available info in a dialogue.
Given these incentives and high stakes, it's also hard to "exit" the bandwagon, due to various factors like reputation, costs, and the uncertainty around your competitor not doing the same.
[1]: https://danielmiessler.com/p/moloch-the-most-dangerous-idea