Whether it works or not, sounds dumb or useful. Clients keep asking for it. Personal experience and opinion, they are best as a backup for human agent, when one is busy or unavailable. Costco, Amazon, Ally have good implementations on these. Chatbot discussion maybe in the air, Chat Widget is a must have form of interaction. Customers expect a site to have a "Chat Now" option on the website.
Amazon's is great in most cases. I forgot to cancel my Prime at one point (I was switching to the student price), and it renewed. I opened the chatbot expecting to have to wait for a human, but the bot refunded the charge with nothing more than an "are you sure?" question.
