Agreed. Not to mention the chatbot is only a surface level offering for FGO.
Like any new technology you would expect to meet an amount of resistance on the initial uptake. Take the new HC site for a very simple example, plenty of members are still apprehensive to turn over, but those who bit the bullet and moved to the new website (like myself) have adjusted and now embrace it.
Whether we like it or not organisations are profit driven and will work to drive down capital costs in order to remain competitive/profitable so automated services such as bots will be introduced but more importantly the analytics provided through this customer interface is where the true value lies imo.
Webinar, page-27
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