Chatbots operate based on the limited and predetermined flow that can activate a psychotherapist's conversation using a script. Chatbots usually carry out conversations by deploying a specific pattern that gives users an illusion of understanding on the part of the program. However, chatbots do not have an inbuilt framework for contextualizing events. Chatbots entail communication between humans and machines. In this case, humans tend to believe they are conversing with a fellow human.

Growing up in the 80's watching "Back to the Future," featuring Marty McFly, Doc Brown and their DeLorean Time Machine, expanded the imagination on what could actually be. Could you imagine if Marty traveled to 2020 instead of 1955 and what he might have seen? In this day and age, I feel like I'm traveling in my own time machine. From the powers of Alexa, to the modern conveniences of Uber Eats, this new era is filled with advances that change the way we operate. When it comes to business, there is one advancement that has captivated my curiosity and that's chatbots and conversational AI.

The Golden age of conversational artificial intelligence (AI) is here. Conversational bots or simply put chatbots have applications that range from customer-facing AI assistants, support chatbots, skill chatbots, assistant bots, and transactional bots. The interest of business in this segment is rampant with the huge investments in this emerging technology by governments, healthcare institutions, manufacturing enterprises and so on. Conversational Chatbots are leveraging the power of conversational AI to improve their customer experience, and thereby increase the shareholder returns. Technology grows with time, and it just gets better and better day by day changing on an almost daily basis and often it becomes difficult for enterprises to keep up with this pace of change!

CX Files features your host, writer and analyst Mark Hillary, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and his guests explore the future of CX, the important trends, and what customers really expect from brands today.