What Facebook's chatbots mean for brands
"Chatbots" are automated digital tools that can help fulfil a wide range of consumer needs – like tackling customer-service enquiries, accessing content and making purchases – on laptops, smartphones and other connected devices.
These interactions typically require little or no human involvement on the part of brand custodians. Instead, chatbots can leverage algorithms and artificial intelligence to process the natural-language messages that consumers type into an interface. These intelligent tools can then identify – and respond with – the most relevant information, be it the latest movie times, troubleshooting advice...