Co-presenting with Pete McGarahan, Jeff Toister,  and Jeremy Watkin Most of us have heard about them, some of us have experienced them, yet none of us know the entirety of what Bots means for the future of customer service. Will automation "kill" the customer experience, the need for customer service agents, or both? Is there a difference between a bad bot and a good bot? And, if so, what can organizations do to ensure that they're using good bots to…