How intelligent chatbots can work side by side with customer service agents

GUEST: Although chatbots are just now gaining ground as the next “big thing” in customer service, a small number of them have actually been working behind the scenes for quite some time. SMS banking has been around since 1999, doctors send texts to remind us of our appointment, and Amazon buzzes our phone when our package is delivered. We’ve spent several years assessing chatbots’ ability to handle simple customer service tasks, and they have finally earned a spot in the