The author argues that customers do not actually want chat bots for customer service, contrary to what companies claim. Chat bots can only handle simple, routine queries, but for complicated issues customers want to speak to a human representative. Companies are pushing chat bots to reduce costs and increase profits, without considering the negative impact on customer experience. The author only sees chat bots as useful for customers when used to cancel subscriptions that require contacting customer service, showing how frustrating the current system is. The author believes we should build technology that customers actually want and would appreciate, rather than focusing on bad experiences or defending against them.
I like chat bot IF it actually tries to help you and sort through/filter simple DIY support issues. There are some chatbot I think just leading you around the circle or just there to frustrate you so you give up.(basically like the voice command phone menu or waiting queue that auto disconnect you.)
On a side note, if a company/service really like to keep their customer, they should just implement that keep queue place and call back system.