Twilio CEO Jeff Lawson: Bots Bring The Human Element Back To Commerce - ARC

The idea of conversational commerce is fairly new. At least if you think about it from a technological level. In reality, conversational commerce has existed since people started buying and selling goods and services thousands of years ago. You walk up to a person, talk to them, exchange currency, information or services, walk away. A conversation took place commerce happened conversational commerce. Somewhere along the way, the Web and apps economies lost the human element of commerce. Customer experience and customer service became a tangled series of browse-and-click, overloaded call centers, chat sessions and frustration.