Recently built a chat/comms. system for my last company. I think key to this user experience is automatically routing to a human when AI systems cannot determine intent. Most cloud products in this space now provide some way to determine a confidence measure. IE the default should be human interaction, unless an intent is certain and a simple remedial action can be taken. This kind of workflow does have the ability to increase efficiency, and improve customer experience if done correctly, but it can easily go wrong.

For example, with my bank, automated telephone banking is often much more efficient and quicker, than talking to a human CSR/Banker, for moving money around in my accounts.