Most AI chatbot widgets are trained on your help center, and they're genuinely competent at the thing they were built for: answering questions your docs already cover. What's your return window. How do I reset my password. What's included in a plan. If a customer's question lives on your FAQ page, a chatbot will usually find it.
The moment a customer needs something done rather than explained, look up my order, issue my refund, change my plan, the chatbot hits the edge of what it can do. It hands the ticket to a person anyway, often after the customer has already sat through a round or two of canned replies that never had a chance of resolving anything. The question got answered. The request didn't get handled. That gap is most of what actually fills up an SMB's support inbox.