The way I see it, chatbots should be there to save companies money on first line of support by reducing number of personnel to customer interactions.. Like answering the most frequent questions and only if bot cannot answer those questions then it will redirect to real human. Not as replacement for the UI as they're used today. Also bots should be part of your website/app and not be integrated into third party service like fcb messenger. And companies should constantly check and improve the bot to better respond to FAQs (so developing bot is actually never ending process).
When a client sends an email it's parsed by an AI to find things that could be answered automatically (because the user can't be bothered to read the faq) it replies to the user.
It tells the user that it was answered automatically and ask him if it answers his question, if he says something negative it's forwarded to a human support
