The one common mistake that organizations often make is designing chatbots with overly excessive scripts. Customers are frustrated when chatbots fail to provide help and unable to recognize problems or context. We experienced this firsthand at Cafely, where we got a lot of negative feedback from customers due to deploying chatbots in customer service. Our first designed chatbot was just capable of answering basic FAQs but couldn't identify intents and our customers were stuck in a loop conversation. This made us redesign to improve our chatbots and integrate it with sufficient AI to identify intent. We also added a feature where customers will be rerouted to a human when our chatbots cannot solve the issue. In this way, our customer service is less robotic and more conversational. This resulted in positive feedback and faster resolutions. I can say balancing human touch and technology made our customers satisfied.