A.I. needs to mature before it can replace customer service agents

GUEST: The unveiling of the Facebook chatbot platform has created a veritable maelstrom of activity in Silicon Valley.
Every day, a new article either bemoaning the digitization of communication or celebrating the simplicity of automation, weighs in on this phenomenon. Is 2016 the year of the chatbot? Undoubtedly. But will 2017 be? Will chatbots prove to be the Google of A.I.? Will they replace our current models of customer service? No!
Despite WIRED declaring that “Facebook believes mess