Chatbots were the next big thing: what happened?
Chatbots can only work if they learn to communicate in the millennial language using emojis and acronyms - basically more urban dictionary than dictionary. The older generation, preferred talking to people over searching, or typing a message even if the talking meant they were on hold for 20 mins. Alexa solved for those with a voice based interface, as did google, and people realized that talking to a bot is better than typing. With the voice to text conversion equaling human capabilities, chatbots went down simply to be replaced by a newer and more easy to use technology. Only difference being that they did not get the time to be ubiquitous or become the next big thing as predicted. The evolution of the service, and CX was ultimately slower than what was expected and hence they are replaced/not popular anymore.