Finally, every customer is unique. Yet chatbots cannot offer personalized responses or express empathy based on a customer’s particular situation. A customer that has experienced a problem with a product or service and has grown frustrated, for example, wants to be heard. Chatbots are by design programmed and cannot yet improvise to a great extent, so if the conversation doesn’t follow a specific pathway, the customer will have a negative experience. Questions that fall outside defined rules cannot be answered appropriately. In these instances, the customer will have a poor experience, which can adversely impact a brand. Despite advances in technology over the past two decades, nothing has replaced a customer’s desire to speak to someone.