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Interactive Voice Response has existed since the 1970s. Autonomous cars using neural networks were first developed in the 1980s. When will conversational chatbots deliver? This post discusses old and recent AI developments and makes the case for human-in-the-loop AI for customer conversations from the perspectives of technology development, user experience, and business learnings. Motivation/Context In recent years, automation has been a trending topic. With advances in artificial intelligence, particularly in a subfield of machine learning termed…