Chatbots for customer service in industrial IT - Information Age

As response speed and first-call resolution have become a norm in call centre interaction (and overall bottom line), the most forward-thinking companies are beginning to deploy technologies like chatbots to support customer needs. Amazon's Alexa is a solid showcase of the demand for more efficient customer service through innovation, but how does the industrial sector, historically rooted in outdated systems, equip their human call centre agents with the tools to handle all issues a customer might have? There are two widely accepted types of chatbots. One is AI driven and is completely based on learning and adapting its gained knowledge to "optimize" response. The technology is impressive, but can be too complicated to solve simple tasks.