Old chatbots versus AI chatbots
Older chatbots followed button menus and keyword rules, and frustrated customers whose question did not fit. AI chatbots understand free text, follow-up questions and different ways of phrasing the same thing, and they answer from your approved content rather than a fixed script.
That makes them far more useful, but also means they need guardrails so they do not invent answers when your content does not cover a question.
Where they pay off
Businesses that get many similar enquiries, such as clinics, education providers, professional services, property and e-commerce, see the clearest benefit. The chatbot handles the first reply instantly, answers the common questions and passes serious leads to a person already qualified, which is often where the revenue impact comes from.