Why Bots Should Matter To Customer Experience Professionals -Digital Clarity Group

Bots may already be old news for you if you are an investor or tech professional in Silicon Valley, where from what I hear they have already been a hot topic for at least the last year. The numbers bear this out: according to CB Insights, artificial intelligence start-ups (of which bots are a portion) raised about 1.6 billion in funding in the first half of 2016. If those involved in building and investing in bots are correct, that 1.6 billion will be peanuts compared to the changes that will come. For those of us not in that rarefied world of cutting edge tech and investors looking for the next thing they can preface with the word "disruptive," bots are (IMHO anyway, being in the relative tech backwater of Boston) only just starting to enter the conversation around how organizations employ technology solutions for improving customer experience management (CEM). CEM professionals therefore need to keep abreast of developments in the bots landscape, since this technology provides new ways that companies can identify, sell to, and service their customers.