It could happen. Chat bots within the Facebook Messenger apps could potentially become a call center. After all, Facebook would save money on staff. Facebook could collect even more data on individuals and their programs, and sell the data to third parties, which is a major way the social media company generates revenue. It all depends on how consumers would react.

Source: https://techcrunch.com/2016/07/27/will-facebook-be-your-next-call-center-operator/