Chat-Bots in Banking: A road map

I was interviewed for a senior manager in chat bot interfaces at Wells Fargo, I could not join the position in the Bay Area, but it left a void in my creative life, a void that is on the borders of art , design and programming.
Is a chat bot, just a conversational UI, or do we breathe life into it, a personality, an attitude, a perception of life, a way to humanize the interface.
We in the programming community think of them as mere state machines with data structures, and deep learning, maybe cold request and response with SSML. But Google for example has tried to make them Digital Humans. Soul MAchines excels at that. But are digital Humans necessary, or will a plain conversational interface work?
In banking, a customer relationship is built, trust and warmth are part of the experience, so in comparing a conversational interface with a digital human, I would tilt in favor of a full fledged personality for a front desk role.
As far as an assistant role or a back desk role, a mere conversational interface would suffice.
With chat-bots being accessible, the migration to conversational interfaces is natural, and multi modal, the future.
As technology grows, with the digital transformation, the digital footprint would be in the creation of machine DNA and like soul machines, readily deployable digital humans, born into this world, with all the domain knowledge needed. Would this replace "a double trouble with a double".
Definetly yes, saving millions or more in payroll expenditure and providing much better service quality,in non discrimination, a uniform experience which is quantizable and repeatable, a good experience to look forward to.
Would you not look forward to a good digital experience. Soon I would predict customers would prefer a humanized digital human to a normal banking employee...