Business that don't actually provide the underlying mechanisms to make customers happy -- for example, an API that refunds your money -- aren't going to be able to slap a chatbot in front of it that makes customers happy, no matter how "smart" the chatbot is. If the underlying problem cannot be solved, all the business is doing at best is providing an obfuscation layer in front of it.
And if the problem can be solved via an API mechanism, you don't need that smart a chatbot to get the job done: word-matching is often enough. "Refund", or "reschedule," or "where's my money?" followed by a step-by-step series of button-pushing that takes the customer through the process often does the job just fine.
And if the problem can be solved via an API mechanism, you don't need that smart a chatbot to get the job done: word-matching is often enough. "Refund", or "reschedule," or "where's my money?" followed by a step-by-step series of button-pushing that takes the customer through the process often does the job just fine.