Society's overall computer and internet use has increased immensely in the last decade - from online clothing shopping, to consulting, insurance, small businesses or even personal websites. Almost any website related to these topics have the option of a conversational chatbot for users' convenience.
Through the development of smart chatbots that that interact or suggest things to site visitors, a conversational style interaction eliminates the need for a person to be consistently available.
Chatbots are becoming more responsive, more useful, smarter, and people are more comfortable with the human - computer interaction aspect. While there are many benefits of having chatbots -large memory space, conversation archive, little variation between answers and ability to communicate across many languages- there are also some disadvantages - including an inability to understand complex or unusual problems.
Given their increased appearance of them in the last few year, I expect them to continue to appear on websites, gain knowledge in understanding more unique requests and personalize response.
Well said, I am concerned that we will lose the personal touch of being able to speak the right words to escalate a customer service claim.