Most of us have had the misfortune of interacting with a badly configured chatbot. Whether to return faulty clothes or complain about an incorrect phone bill, we are often left feeling even more frustrated than we were beforehand.  Many businesses viewed these chatbots as a cheap panacea to all customer service problems but, in reality, this idea never came to fruition. In the last year or so, businesses should have realized that the idea of the chatbot as a magical one-size-fits-all solution, is dead.  So, the notion of the all-providing IM chatbot that was once hailed as the answer to…

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