The idea of chatbots automation is a solution to stop the uncontrolled growth of support teams (and support teams cost) and the ping-pong-ing customers from one specialist to another (which decreases the conversion). In addition, not all of your customers want to have communication (they want pain/problem to be solved).
So chatbot automation require the list of most typical customer questions/problems
And creating a process chain to cover all of them. Botprise chatbot solution includes AI/ML to improve your customer experience.