It's, of course, made up. But everyone can appreciate the anguish of having to talk to someone like this and trying to discern what it is they actually need. Macy, the Macy's chatbot? They can go through hundreds of terms that correlate with resolutions in milliseconds. if chatMessage.contains?(typoOrExactMatch('exchange')) then chatSession.initiateExchange() end

Like the grandparent explains, some people just need a way to explain what they need in their own words and I don't think chatbots completely fail at that. The best one's I've experienced have prescreened me for common issues and then sent me off to a live person as soon as it was clear my request was not easily addressed with the built in script.