On: So you want to build your own open source chatbot

[stavros]

Would it be worse CX if I had to click a button labeled "this didn't work" on my order, and they shipped me a new one? I think it would be strictly better than trying to discover how to do that with language.

[turnsout → stavros]

That would be better CX—chat UIs don’t have any inherent advantage when it comes to the quality of the experience. It’s all contextual.

[stavros → turnsout]

Then I don't understand your comment. You seem to agree with me, but your comment reads like a correction.

[turnsout → stavros]

Sorry, I was too terse—I was just observing that it was a combination of policy and UX that combined to create a good CX. You’re right that it’s not necessarily the chat UX that led to the good experience, but it also was not purely policy.