Articles today: Bots, Messenger and the future of customer service / Could Chat Bots Replace Human Jobs?

Supporting human based customer service with bot’s, best of both worlds?

 I believe nothing can replace the human touch, the existence of a real human at the other end of an interaction or relationship.  But, using machines to support and leverage humans is an age old concept.   In customer service, this same concept is behind CRM, IVR’s and the such.  I think we will see an increase in the use and sophistication of various bot technology in customer service. In finance one could use chatbots to mitigate the cognitive biases introduced by humans.  Chatbot’s could provide an objective baseline to the human relationship and hand-off to humans when its time to let humans do what humans do best.  The title of the Forbe's article is chosen to get a reaction, I think the honest answer is  yes, replace some human jobs , and create some human jobs ... sounds familiar doesn't it?