Let's go to work: How bots took over business

Once cloud was accepted as something with various meanings, none of which our customers understood, the IT industry searched for the next big buzzword. It came up with not one but three terms often used interchangeably by people who don't know any better – bots, artificial intelligence and machine learning. This is great news for software developers, who can write some code and slap an AI label on it – right? Maybe we're not giving users enough credit here. You would hope they understood a chatbot returning an answer match from an FAQ set is different to facial recognition or sentiment analysis.