The role of artificial intelligence in customer communications

Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW. The technology has massive potential for use in customer communication, yet will it ever be able to completely replace the need for a human element? Facebook has already launched itself into the AI arena by introducing chatbots to its messenger app. Facebook Messenger users will now be able to chat to select partners and check on the status of their orders, receiving replies from AI, rather than an actual customer service agent. The question is, is this a feasible solution for the majority of brands at the moment?