The Telegraph, UK: Associate Vice President of Cognizant’s Center for the Future of Work Says Chatbots are Gaining in Popularity as an Important Customer Service Tool

“Using artificial intelligence to communicate with customers can lead to better engagement and understanding,” writes The Telegraph. “From handing out lifestyle advice to helping you find that perfect pair of shoes, chatbots are opening up a new era of business-customer interaction.”

“Also known as virtual agents, IM bots and artificial conversational entities,” the paper writes, “chatbots are computer programs that can respond to text or verbal commands and questions, providing advice in the place of a human staff member.”

“Chatbots are gaining in popularity in a number of industries as an important customer service tool, with financial services and insurance particularly keen to roll them out,” says Robert H Brown.

“Their rise is being driven by several converging trends: the popularity of messaging apps, the explosion of the app ecosystem, advancements in AI and cognitive technologies, conversational user interfaces and a wider reach of automation,” Brown adds. 

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