Interesting article, and I definitely agree I prefer clear instructions when those are possible.

I only have an objection. When it’s said that no matter how well chatbots behave, it’s bad design, and that they’re being used to substitute expensive people; well, expensive people’s interface is chatting too. So in that regard I’m not sure there’s a meaningful difference. Obviously there is if the chatbot is badly behaved, but the article says that it’s a problem even setting that aside.