Issue Chatbot execution lags adoption and risks being read as cost-cutting

Summary

This issue concerns chatbots failing to live up to their promise and being seen as a cost-cutting device. Capgemini lists the reasons for disappointment: weak problem-solving, little personalization or empathy, poor grasp of context, and trouble reaching a human. Although marketed as smart, the actual experience often feels basic. The report warns brands not to use chatbots merely to steer customers away from staff and reduce expenses. It recommends a smooth design that includes a human off-ramp, returning the query to an employee when the customer wants it.