Brands and Chatbots, the Time is Now
Chat is the future: Generation Y is the first generation to prefer chatting over the web or social media to talk, rather than over the phone. Six of the top ten most used apps globally are messaging apps. And it’s not just how they prefer to talk to each other, it’s also quickly becoming the preferred way to interact with businesses. And right now, this is leading to an important trend where messaging & communication AI is becoming central to brand interactions. Chat-based “bots”, which automate a variety of interaction-based services, are exploding. The rise of chatbots with strong AI are making it easier for brands to interact with customers in a very simple form, in messaging apps (e.g. Ordering an Uber or flowers using Facebook Messenger), and also on their own websites (e.g. customer support chats on Nike.com). I’m a huge advocate of brands using chatbots as a way to engage with your customers and get real-time feedback on how they use your product. As we ...