Your chatbot lacks empathy, and that’s a problem

GUEST: Technology is rapidly changing the customer service arena. Over the past few years, automated phone calls, social media, live chat, and instant messaging customer service strategies have become commonplace. Some even speculate that chatbots and other automations may eventually replace human customer service agents. However, AI and natural language processing (NLP) technologies are not yet ready for primetime.
When used as a customer service solution, chatbots have been highly problematic