According to this article, “Companies like Amazon are dumping AI-powered chatbots in favor of ‘dumb’ bots that make customer service smarter. That’s because rules-based chatbots are cheaper, easy to implement, 99-percent effective, and solve issues fast… Rules-based bots that offer pre-populated responses are far more accessible and user friendly (to compare with NLP-based bots), and improve the customer experience significantly, especially in complicated situations where the customer requires guidance — but might not even know how to ask for what they need.” Read more about different ways to build Knowledge Bots: Link1 Link2 Link3 Link4 Link5