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> companies can benefit by using bots to enhance human-to-human conversations, not trying to replace them altogether.

I think you hit the nail on the head here. Bots should be a complement to human conversations, not a replacement. Having a bot doesn't mean you hire less customer support agents, it just makes them more productive.

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Often times, it really means you hire less since there's less support load. E.g. we have a customer which support requests are more than 90% frequently asked questions. Adding a bot to their Facebook page decreased their support load from full time to at most 1h a day. :)

But as you mentioned, when using a bot, the goal should be customer happiness, not cutting costs.

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