Why Bots Will Beat Humans at Customer Support  | Language Tech Market News | Scoop.it

Many organisations will fail to create the customer experience they desire because of a fundamental misunderstanding of human-to-machine interaction. In their belief that human agents give the best experience, many will develop messaging applications that stress person-to-person conversations. But companies will learn that using AI-powered bots, supported by human "escape hatches", which seamlessly pass on the interaction to a human, will provide a vastly better experience than a standalone human-to-human exchange.