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This article looks at how chatbots work and why, nowadays, many consumers are more comfortable 'talking' to a brand via an online message than phoning its customer service helpline.

Marketing Embraces New Technology

This article is part of a series of articles on how marketing is embracing AI, AR and VR. Read more.

Outside of China, where WeChat is already the digital space where business is done, the Messenger app/ chatbot market only started in April 2016 when Facebook opened its Messenger product to developers and therefore to brands.

Facebook's Messenger Platform (they don't call it a chatbot platform) is still trying to find itself. Its launch coincided with a huge wave of interest in Al and its subset natural language understanding. Subsequently, thousands of developers have...

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