Why chatbots should initiate a conversation

Gartner predicts that by 2018, 20 percent of business content will be authored by machines. This figure is set to continue to rise as chatbots become increasingly useful and the users increasingly accepting. The main attention on chatbots up until now has been on how they can answer and respond to incoming requests, be they for customer service, entertainment, or other uses. But this is just half of the story. There is a huge benefit in using chatbots to initiate or continue customer engagement, not just react to it.