Artificial intelligence is all the rage these days, and chatbots are just one example of how AI may revolutionize business processes in the not so distant future. Yes, Elon Musk and Stephen Hawking may be raising the red flag on how dangerous AI could be to humanity (shades of Skynet?), but for the short term chatbots are an interesting case to examine—how they extend business capabilities, how they have already been integrated into customer service processes in a way we might not even have noticed, and how some of them are definitely not ready for prime time (looking at you, Tay).
Of course, harmless as they may appear, bots could very well displace modern-day Luddites and cause large-scale unemployment in the American workforce before too long. If you want to get an early glimpse of how they are already being used in customer service scenarios, you may find this article a helpful introduction to the concept.
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