What if this is the wrong question? When it comes to automating customer conversations with chatbots and AI-driven virtual agents, the real value of that automation may well be in generating revenue and growth, not in cutting headcount. Already, there are a few notable examples of chatbots generating significant revenue. For example, the casual dining chain TGI Fridays decided to reach out to millennials with an irreverent, brand-appropriate chatbot available through Facebook Messenger and Twitter . As Fridays’ Chief Experience Officer Sherif Mityas explained...