Hey Becky, thanks for your question. I don’t think we're at a place yet where chatbots are capable of completely replacing human customer service agents. Nor do I think this is likely to happen anytime soon. I’m sure it’s inevitable at some stage and bots can already do a lot of the work that has traditionally required human interaction. But for now we certainly still need humans in customer service.

Myself, Larry Kim and others wrote about this topic in an article here: https://www.kommunicate.io/blog/expert-chatbots-vs-support-agents/