ABC telecommunication system is virtually using the chatbot - automating customer service system to conduct an online chat conversation via text or text-to-speech, instead of providing direct contact...

ABC telecommunication system is virtually using the chatbot - automating customer service system to conduct an online chat conversation via text or text-to-speech, instead of providing direct contact with a live human agent. Robotics expert Ahmed thinks such kinds of chatbots are going to replace all the employees in the industry. Is it Possible to replace all the employees? Or Do you think, full automation is not possible and still we need human control system? As an expert HCI reviewer, justify your answer.