I keep seeing this question, which tells me a lot of people are cautious about this and they should be.
By the way the AI or Chat bots isn't a new idea, it just got refined and re-branded, some forms of it existed in many help desks of the past as part of their self services. Call centers have had voice activated IVR (Interactive voice response) for sometime now.
It all depends on the end goal of implementing it, fundamentally, why would a business jump into that bandwagon ?
Unfortunately I have witnessed some of the technology vendors citing "cost savings" as this technology would result in the ability to serve more customers with less "Human Resources" ! Such rhetoric is very dangerous and will definitely lead to a high churn of customers.
The goal isn't supposed to be discouraging or delaying a customer interaction with a service or sales employee, it is supposed to aid that interaction and provide both parties with important information that will enhance that interaction.
Very much like the CRM rush of the 90's, everyone jumped on the bandwagon then complained that it did not work for them!
Of course it did not, because you can't automate a process that doesn't exist !
So first, you need to go to the drawing board and jot down the final goals + all possible scenarios / all channels of interactions, then come up with the right process that should lead to achieving this goal.
Test it internally then tested as a pilot with a few selected customers, once you are sure that it all works well, automate it using the technology or tool of choice.