How to find the balance between bots and customer service agents

Consumers today have high expectations for customer service. They want service that is fast, personalized, and available wherever they are. Companies want to provide great service, but with new channels such as web chat, messaging apps, and in-app support cropping up, it's hard for companies to know where to invest their customer service dollars. In many ways, bots have been positioned as the answer. Many customer inquiries are routine and, in theory, could be easily (and inexpensively) handled by bots.