The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. Although it serves an important purpose, it is universally detested. Many people see chatbots as a natural replacement for the core functions of the IVR.
Sorry, but I’m afraid this is going to be one of those “rain on the parade” posts. First, it’s not clear when or to what extent that will happen. Second, most of the aspects of IVRs that make them hated are likely to translate directly to chatbot form.