Chatbots are now mature enough, and there are plenty of good examples out there, to show any business how they can help improve their customer experience. Even so, the odd bad example shows up, reminding everyone that good service needs to be worked on. We've all experienced great and poor customer service. Yet, while most of us will make a mental note to go elsewhere next time, chatbots are the easiest form to complain about thanks to their impersonal nature. That's why press articles about bots are so biting, since they take all the flack, and the metrics are black and white (or a scale of one to five).