This post by Intercom is a great example of not getting carried away. They admit that one of the most useful things the chatbot does is categorise contacts into either exiting customers or new customers. Based on that, users where routed to the right team. Problem solved, money saved. No AI involved.
This is it’s key usefulness as far as I see it. It’s just like a phone IVR but for text. A decision tree to triage incoming and save everyone time, by routing enquiries effectively, to a medium that allows for concurrent conversations to be held.