Most customers don't want to pay for good customer support.
This answers the question of the article. What customers want is offloading responsibility without paying for it. There are many concierge level services at the premium end. Chatbots are an attempt at offering this type of luxury to the masses. And it may succeed.
This answers the question of the article. What customers want is offloading responsibility without paying for it. There are many concierge level services at the premium end. Chatbots are an attempt at offering this type of luxury to the masses. And it may succeed.