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As conversational language interfaces begin to dominate customer service, so does the backlash against chatbots grow. Forrester predicted last year that 2019 would be the year of the backlash against inefficient chatbots, and it looks like they were right. For example, a survey commissioned by an open software service company Acquia, that analyzed responses from more than 5,000 consumers and 500 marketers in North America, Europe and Australia, found that 45 percent of consumers find chatbots “annoying.”

At the same time, the importance of conversational AI for business today cannot be overestimated. When done right, conversational AI has the ability to significantly increase your competitive advantage and fundamentally change the nature of business-customer interaction.

Source de l’article sur DZONE