Chatbots have a checkered past of often not delivering the performance their providers have promised. This is especially true in the IT service management (ITSM) and multilingual NLP spaces, where service desks found support teams deluged with complaints — yes, about the support chatbots.
Just getting English language nuance right and how enterprises communicate often require chatbots to be custom programmed with constraint and logic workflows supported with natural language processing (NLP) and machine learning. If that sounds like a science project, it is, and IT users are the test subjects. Because of their complexity, chatbots were contributing to already overflowing trouble-ticket queues.