Twilio CEO Jeff Lawson: Bots Bring The Human Element Back To Commerce

The idea of conversational commerce is fairly new. At least if you think about it from a technological level. In reality, conversational commerce has existed since people started buying and selling goods and services thousands of years ago. You walk up to a person, talk to them, exchange currency, information or services, walk away. A conversation took place + commerce happened=conversational commerce. Somewhere along the way, the Web and apps economies lost the human element of commerce. Customer experience and customer service became a tangled series of browse-and-click, overloaded call centers, chat sessions and frustration. In 2016, a new focus is coming to bring the conversation back to buying and customer service. Facebook has rolled out its Messenger Platform to employ machine learning, artificial intelligence and real human understanding to help…


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