> Why not just present your users with your FAQ and a search box prior to them chatting with an agent?

Because e.g. the user asked the question on Facebook Messenger. And you don't want to send them to your website when you can reply instantly, right there.

> You don't need a bot for that, and it's just more load on a customer to try and understand the interface to the bot.

I'm actually advocating for bots with no interface, no IRC-like commands. The customer sends the question via chat. If the bot understands it replies instantly, if not a support person replies. Simple. No "type X for whatever" or "sorry I didn't understand your request".

> I feel like a lot of bots are being built to try and replace the human connection between customer and the business, which I think is the wrong approach.

We're definitely on the same page. :)