Why Chatbots Are The New Frontline Worker

Chatbots are finally having their day. This technology has been around for decades, but thanks to recent advances in artificial intelligence and natural language processing, these once annoying bots -- that could do little more than repeat back credit card numbers -- have transformed into incredibly useful and prolific communication tools. People from all 195 countries now use online chats to start conversations on business websites, and by 2020, more than 50% of medium to large enterprises will use chatbots to support products. Usage rates will continue to climb as chatbot technology steadily improves, allowing these digital assistants to answer more questions and to use more colloquial language to engage with humans. Despite these technological advances, companies are failing to leverage the full potential of these virtual digital assistants.