Chatbots: The future of customer service is virtually here

Last month at its annual software developer conference, Facebook brought customer facing artificial intelligence back into the headlines by announcing that it would be opening up its Messenger platform for developers to build ‘chatbots’. These ‘chatbots’, more commonly known as Virtual Assistants, could then be employed by companies to simulate conversations by customer service agents. The announcement drove significant debate, with a number of commentators pointing to some existing frustrating platforms, and the Microsoft bot which was recently corrupted on Twitter, as indicators that the world isn’t yet ready to rely on artificial intelligence-driven services. Virtual Assistants: Consumer demand is there But by and large, customers are already well accustomed to using Virtual Assistants. These services have been available in popular consumer devices for more than five years, with arguably the…


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