Why your next chatbot should be human-augmented, not AI-augmented

GUEST: Chatbots hit a hot streak in 2016. It seemed like every week there was a new bot. Many of these bots faded as fast as they came on the scene. Most likely, they weren’t backed up with a proper business model, and many of them overestimated the capacity of chatbot and AI to tackle problems.
We’re going on almost two years working with this technology in the healthcare space. We quickly realized that a pure AI chatbot would never be able to replace a physician or benefits expert.