Need your experience about chatbots

in Dashly, we're writing an article about chatbots. We've found research which states that companies still face some challenges when implementing a chatbot. And we came up with a question: what exactly do they face?
Soo, please tell me what is the type of your business, what was the goal of implementing a chatbot, and what went wrong?
P/s: here is a link to the research: https://community.spiceworks.com/blog/2964-data-snapshot-ai-chatbots-and-intelligent-assistants-in-the-workplace
Thank youuu!