We have seen an increase in Artificial Intelligence (AI) chat bots with pre-programmed responses to consumers on the B2C side.

Personal experiences communicated to us from clients, friends and end users reveal that for easy tasks, Artificial Intelligence for customer service interactions and overall process automation is generally ok. But, when the chatbots are presented with a challenging and off-scripted question, the A.I. technology cannot process that and we often spend an extra 5-10 minutes going through a series of questions to reveal that the technology can’t answer the real question at hand.

A.I. is moving in the right direction, humans still needed. More here:

Amazon Using More AI for Customer Service