Why and how chatbots will dominate social media

Cory Edwards is the director of Adobe's social business center of excellence, responsible for the company's social business operations and integration of social media. Since the early 2000s, brands have experimented with social media platforms and networks to communicate with customers and prospects -- first through weblogs, then eventually through social networks such as Facebook and Twitter. Although the capabilities and sophistication have continued to evolve, at its core, social media has remained a platform to facilitate human-to-human communication. Robots, though more specifically virtual robots or chatbots powered by artificial intelligence (AI), are transforming the way brands do business with their customers. Domino's was one of the first companies to dabble in AI, allowing customers to order pizza by tweeting a pizza emoji to @Dominos.