DediRock - I believe the technology behind artificial intelligence will grow and become more complex. The emotional aspect will never exist in artificial intelligence, because that comes from the organic aspect of a brain which is dictated by hormonal chemistry contributing in creating moods. The emotional scenarios will be handled with cold informal replies by AI; this is where customers might start feeling offended for chatting with a bot, driving them to abandon the provider completely (I know I would), but then again staff is one of the most expensive resources of a company and for many corporations profit is all that matters.
AI will slowly replace more and more customer support as it has access to more complex information; it can safely replace Level 1 support nowadays since it already "knows" most of such information available online. I do not have high hopes because wherever I look around me: everybody wants more and more money. I can't blame companies for wanting more money with arrow of profits constantly going up, even through hiring artificial intelligence and cutting staff expenses. I can't blame countries for issuing more coin without cover in wealth, to satisfy the need of profits. Greed is the natural flaw of humanity in general, just like everybody dreams of being rich.
