Thanks for your comment — appreciated!
As you say it would need a solid marketing automation system to track interactions across all platforms / channels to avoid duplication.
I see chatbots not as a replacement for human interaction or email but instead a way of making interactions more useful. Used to cut customer waiting times at the top of the funnel providing quick access to information but also at the bottom of the funnel after purchase — have you seen KLM’s chatbot ? Very useful service that email would not be appropriate for.
Finally another point is related to verticals currently under invested like journalism or education. Chatbots could be great for internal communications or education. Imagine being able to ask anything you want and have the information explained to you — move aside Google!