Author: Richard Smullen

Customers Want Experiences, Not Chatbots

Customers Want Experiences, Not Chatbots

The promise of chatbots as an innovative engagement tool has fallen short. They’re easy enough to create, as any adept coder can whip up a bot in a few hours. And, there are plenty to go around — Facebook Messenger alone runs more than 300,000 chatbots. But, most...

Chatbots Aren’t Dead… But I Wish They Were

Chatbots Aren’t Dead… But I Wish They Were

Around two years ago, the term chatbot shot into our vocabulary and onto CIO and CMO’s agendas everywhere. The idea that a customer could simply “chat” with a robot anytime, anywhere made so much sense -- or did it? You see, any technology solution or product...