I remember in the early days of the web people said similar things about online shopping. The LL Bean catalog had more photos in higher resolution than their early e-commerce website, and you would call a phone number and talk to a person who knew the clothing in order to purchase from the catalog. No one would want to buy on a website…

We are in the beginning days here. I expect chatbot advances to similarly start with a lesser customer experience but to eclipse human service in the next decade or so.

We’ll all see, I guess :)