Why your next chatbot should be human-augmented, not AI-augmented

Chatbots hit a hot streak in 2016. It seemed like every week there was a new bot. Many of these bots faded as fast as they came on the scene. Most likely, they weren't backed up with a proper business model, and many in the industry overestimated the capacity of chatbot and AI to tackle problems. Early on, we realized that a pure AI chatbot would never be able to replace a physician or benefits expert. Our solution to the problem was the "human-augmented chatbot."