Expert: How shoppers are using chatbots to connect - Ecommerce - BizReport

Kristina: We're seeing more businesses use chatbots for customer service. How are consumers using chatbots? Amit Sharma, CEO, Narvar: Shoppers have an increasing appetite for chatbots and AI-powered technology, given the customized, data-driven, contextual experience they provide. An analysis of conversations with the Narvar chatbot on Facebook Messenger found that 65 percent of people communicate with bots as they would a human by acknowledging the bot with a thank you or thumbs up. Communicating with consumers in a natural, human way without being in the same physical location is a key benefit of chatbots and conversational tools.