Pros and Cons of Chatbots in the IT Helpdesk - InformationWeek

I'll admit, I was not always a fan of chatbot platforms. First generation examples were clunky, and the experience wasn't remotely close to interacting with a human. However, improvements in artificial intelligence are advancing chatbots to the point where they're becoming increasingly human-like. That's the point, I suppose. It's also the likely reason that chatbots are becoming so popular. In fact, Gartner Research recently claimed that "By 2020, over 50% of medium-to-large enterprises will have deployed product chatbots".