Should You Come Clean About Chatbots?

When offering customer assistance via a chatbot, do you let customers know they're not talking to an agent? Or do you try to make it seem like they're chatting with an agent? "Tell them right out of the gate. If you mask a chatbot as a human, I think I'm talking to a dumb human," said one contributor during Customer Contact Week's interactive discussion groups, focused on managing the transition between self-service and assisted-service. Lively discussions ensued, centred primarily around chatbots.