Defining your chatbot strategy: a framework for customer engagement

In the past few years we have seen increased adoption of artificial intelligence (AI) in consumer-facing technology, from Apple’s Siri, Google’s Now, Microsoft’s Cortana, Amazon’s Alexa (Echo) and Facebook’s Messenger Bots. Advances in the areas of natural language processing, deep learning and machine learning more broadly have forged an exciting path for companies looking to add interactive smarts to their products and services. But in the midst of these technological leaps, we are also seeing a desire to go ‘back to the basics’ with the power of simple text-based communication. In this context, chat has emerged as a very engaging medium; not just for text happy teenagers but increasingly also for the way customers are engaging with brands online. By layering AI on top of this, it is clear to…


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