Gupshup Buys OneDirect to Supplement Chatbots with Humans

We all knew the day was coming when humans would be helpers to robots instead of the other way around.  Chatbot maker Gupshup has taken that one step closer by purchasing OneDirect, which helps human customer service agents handle the calls that chatbots can’t manage.  Gupshup doesn’t position it as humans helping chatbots but they’re not fooling anyone.