Introduction
The rise of conversational interfaces
In 2016, the monthly active users of the top four messaging apps (WhatsApp, WeChat, Facebook Messenger and Viber) surpassed active users of the top four social media platforms (Facebook, Instagram, Twitter and Linkedln). According to Statista (2018), in 2017 the use of messaging apps was 20% greater than that of social networks1. Now, in 2019, companies view private messaging as the future for social platforms.
With so many users engaged in messaging apps, the market is investing in automated Conversational Interfaces,such as chatbots. For example, Gartner (2018) predicted that chatbots...