A.I. needs to mature before it can replace customer service agents

The unveiling of the Facebook chatbot platform has created a veritable maelstrom of activity in Silicon Valley. Every day, a new article either bemoaning the digitization of communication or celebrating the simplicity of automation, weighs in on this phenomenon. Is 2016 the year of the chatbot? Will chatbots prove to be the Google of A.I.? Will they replace our current models of customer service? Despite WIRED declaring that "Facebook believes messenger will anchor a post-app internet," the much more modest (and realistic) assessment of bots is that they will exist harmoniously alongside apps.