For a bank with many different ways to login, and a web application, mobile application and more, this isn't a simple task. There are many things that can go wrong. A well designed chatbot can troubleshoot the issue for a user step by step. If one of the paths fails or the problem is actually of a higher complexity, we just redirect the user to a real human.

Getting a regular non techinal user to search and read the documentation for this is just insane.