Bots vs Humans: Who’s leading customer chats?

We’re seeing a tag team of bots and humans. Automated tools, often AI-driven, are stepping into the ring to handle a significant chunk of customer queries. This leaves our human agents free to grapple with more complex issues. But who’s really leading the match? How much of the customer conversation is being dominated by bots? Let’s exchange some blows on this topic and share our experiences and insights.