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Successful Chatbots are Smart, Conversational, and Personalized

Language and the Machine

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Bots are already replacing humans on one end of the conversation, with chat bots being the future of customer service. Gartner projects that more than 85% of customer interactions will be managed without a human by 2020.

But with people having limited time, and bots continuing to evolve their ability to communicate, what happens when bots replace humans on both ends of the conversation? Exploring what a bot to bot conversation will look like, industry experts will debate the effect bots will have on the future of communication and personal connection: Is it a conversation at all if there are no humans involved?

At #SMWNYC, Christine Lane (SVP Executive Producer – Innovation, McCann New York) explored the future of bots, communication, and the impact AI will have on PR and marketing, as well as the wider world. She explained some of the key ingredients successful bots have.

Further analysis and commentary from this #SMWNYC talk

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