If we call an online feature a ‘chat,’ that would suggest you can engage in a discussion. If the company uses a bot to share information already on your site, instead call it FAQ or a small window for helpful information.
Customer service suggests it is about serving the customer, but when it is for the organization’s convenience and merely checking the box, is it, not a better policy to be honest about what the customer should expect? By calling it customer service but not providing it, what do we think the customer reaction maybe?
We are better off dedicating resources to functions we want to excel rather than providing services that are anything but what the name may suggest.
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