You go to check-in for your flight home, only to find that it has been canceled. So you call the airline, but no matter what you do, you can’t seem to get past the automated menu. On the other hand, let’s say you want to know what hours a restaurant is open. You call, get an automated menu with their hours listed, hang up, and go about your day. This is why AI will never replace the customer service role. Anand Chandrasekaran, EVP at Five9, chats to Michael Rose about: The one thing a chatbot can’t replicate. Why empathy is so critical in hiring, no matter what department. The 5 employee traits necessary to deliver a market-leading product.