Can chatbots be the future of CPaaS?

Chatbots have established themselves in the customer service industry, replacing human agents in contact centers with automated responses to customer inquiries and freeing up human workers to perform more complex tasks, but their potential for other areas is now wider in scale as more real-world use cases are tested and proven. Contextual real-time communication and collaboration within the workflow is the next step. Richard Heaps, Head of Product Management for UC&C at Orange Business Services says, "CPaaS is a perfect mechanism for enhancing the user experience and for taking UC&C tools to the next level. It offers a big advantage in providing communication at exactly the right time and in exactly the right way that users want to receive it. Today's workplaces are about communication and collaboration, bringing people together, talking and resolving problems. CPaaS now enables us to embed a communications and collaboration tool in an existing app, making that communication more targeted and relevant, more specific to the issue you're already talking about."