FTA: A chat bot can handle expected, middle-of-the-road queries (as in, for a bank, “what’s my balance” and so on) – but customers can get those answers already from the app or website.

This is where the author misses the point. Chat bots will be te main interface in the future. Especially for these mundane middle of the road queries. Integrated into voice controlled ai buddies.

The author is spot on for the more complicated requests. Even though these will be triaged by a the ai buddy.