>"The moment you create a chat bot is the moment you allow customers to have a conversation with your brand. Not with yourself, not with your friend, but with a

>"The moment you create a chat bot is the moment you allow customers to have a conversation with your brand. Not with yourself, not with your friend, but with an uber entity—a symbol—that represents everything you and your team stand for. That’s not a step to be taken lightly." As opposed to a call center in an impoverished country staffed with subsistence wage workers with an average tenure in the job of something like 6 months or less? Companies talk a lot about CX and CRM until it's time to spend money on the front line workers who actually interact with the customers.