Have AI chatbots come of age?

Conversations with chatbots are getting a lot more interesting. Fueled by artificial intelligence and natural language processing, chatbot technology has taken leaps forward over the past few years. "Chatbots are now a critical component in the customer omnichannel experience," said Rob Dunlap, Associate Partner – Cognitive & Analytics Practice Leader with IBM at a recent CanadianCIO Virtual Roundtable. In the past, the introduction of chatbots hasn't always delivered better customer service. However, the technology is changing rapidly to meet consumer needs, said Dunlap.