Humans vs. Chatbots: Who Will Master Customer Care?

Back in 2016 when chatbots became popular everybody said they will replace human agents in customer care departments. After collecting 2.5 years of experience about Messenger chatbots the reality looks a bit different today. The question is not about chatbots replacing humans, but rather how chatbots can work together with humans hand in hand. Chatbot tech was a big promise at the start. Claiming to answer customers’ question in a conversational way, and provide human