The standard user flows that currently dictate our interactions with computers are still quite limited, and are only a few years away from becoming unrecognizable. The process of changing this dynamic has already begun in the form of conversational interfaces. They will soon revolutionize how humans interact with machines. Just as how during the industrial age, we needed to learn how to interact with machine interfaces for driving cars, washing clothes, and ordering products, it is now time for the machines to start learning how to interact with us. We are all getting used to chatbots in customer service.

Many brands these days count personalization as a top priority in customer experience. Customers value their time and look for efficiency, yet they still want experiences tailored to their needs. Automated service delivered through such technologies as IVR and click-to-chat buttons can ensure efficiency, and the prospect of connecting to an agent provides the human touch that customers continue to seek. Yet such practices may soon become a thing of the past with the emergence of chat bots, a power tool for brands that just may deliver the best of both automation and personalization accented by a human touch. Chat bots, defined simply, are a kind of service that people can interact with through a chat interface using textual or audio means. They possess an intelligence capability, such as the kind used in virtual assistant or live chat programs, and provide accurate answers through an artificial intelligence function.