The Chatbot Revolution is Here

When, in seventh grade, I finally had my very first AOL email account, I was quickly pulled into the world of AIM messenger. (I also created an embarrassing pun-based username that I still actively spend hours trying to forget.) Sure, I’d message my friends and work up the nerve to ping my middle school crush during the few riveting moments his screen name popped up online, but one of the best parts of AIM messenger was SmarterChild, the AI chatbot that knew the answers to any question I could think of, and even had a personality. Chatbots are not a new invention, and in 2018, they’re everywhere. There are chatbot boyfriends, therapists, and a even a chatbot politician running for office in New Zealand, hoping to represent the country in 2020. For businesses, chatbots open up a world of customer service possibilities. They help customers leave feedback, schedule appointments, and order products quicker. Some bots already live in messaging apps like Facebook Messenger and WhatsApp, and while they might not offer as much conversation as SmarterChild, they can help you book a cab or order your favorite Starbucks drink. Evocreative predicts that 85 percent of customer interactions will be managed by chatbots by 2020. And almost half of all U.S. consumers said they’d prefer to handle customer service interactions via some sort of messenger.