Many chatbots out there can only perform the same functions as self-service portals. Savvy users of webpage and app self-service (FlyerTalk users, for example) will be frustrated by a chat bot interaction that starts from the beginning and encounters the same system limitations. There are good solutions to this, such as routing higher value customers to live and empowered agents, incorporating the error history of the user into the chatbots awareness, or giving expanded access to the chatbot, with some human oversight to that access.

it sounds like Delta needs to invest more time and money if they are going to continue with the chatbot/AI.