A field dominated by machine learning and where chatbots are gaining credentials over apps.
In the great stream of digital business transformation, the automation of processes linked to customer service and experience is a disruptive trend and a major focus and innovation. Gartner's Hype Cycle for Emerging Technologies 2016 report analysed more than 2,000 technologies to identify the trends that companies should prioritise to accelerate their Digital Transformation processes.
He then stated that during 2017, 50% of product investment projects would focus on innovations related to customer experience. Intelligent machines, or machine learning, will be the most disruptive type of technology in the next 10 years and in this segment, chatbots, virtual assistants, robots and drones are the most relevant solutions.
A chatbot is a technology capable of simulating a human conversation through a conversational interface. A bot, in general, is a piece of software designed to automate a specific task. Chatbots work on the same premise, automating a user's response by exchanging messages in natural language.
Source: CIO Latin America
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