A chatbot is a computer program that uses artificial intelligence (AI) to conduct a conversation, usually with an existing or potential customer. You may have come across a chatbot on the website of a major utility or clothing company, where an image of a smiling person may ask you how they can help you today. And they are increasingly used across all platforms, including smartphones. The conversational skills of the best chatbots can be so realistic that it is hard to tell whether you are talking to a machine or a human being.
Have you noticed chatbots popping up everywhere? These friendly chat bubbles are the newest trend in customer-facing AI. They increase productivity by freeing-up customer service time, and are able to provide detailed analytics about customer behaviour. However, like any new trend, chatbots are evolving quickly. Here’s what to look for as 2019 unfolds.