AI is the brains behind more caring customer service

Conversational commerce has been a hot topic recently. For quite some time it was linked to virtual assistants, but it has really only gained traction as messaging platforms have spread like wildfire. In 2015, the shift from social to messaging ultimately created the perfect environment for the bot and automation ecosystem to emerge. While the bot market still has some maturation to do, we're already seeing an outgrowth of conversational commerce that I call "conversational care." This is when that same conversational intelligence is used to engage and support customers during, and long after, a transaction is completed.