> 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're defending the use of a bot for a scenario that only occurs because the bot exists.
You're defending the use of a bot for a scenario that only occurs because the bot exists.
There are currently hundreds of thousands of Facebook pages which receive dozens of customer support questions every day via Messenger.
My point is that a bot can be used reply instantly to frequently asked questions and leave more sophisticated questions to humans. I'm not defending any fancy use of bots. Just simple use cases like this.