Basically, AI is a venerable alternative to human-based interaction, at less cost.  However, it is best used in conjunction with the possibility of the customer chatting with a live human. Flow bots don’t have AI behind them and give scripted questions. If your business cannot afford a live person manning the chat experience, then an AI chatbot is definitely the way to go.  But it can be expensive for small businesses.   In that case, you may find yourself using and updating a programmed chatbot.  But most businesses find it is worth the time and money to invest in AI chatbots, whether or not they can also pay a live human to share that work.