Yeah as long as the chatbot is empowered to fix a bunch of basic problems I'm okay with them as the first line of support. The way support is setup nowadays humans are basically forced to be robots anyway, given a set of canned responses for each scenario and almost no latitude of their own. At least the robot responds instantly.

Yep, exactly, the problem comes when chatbots are used to shield all the people who can do stuff from interacting with customers.