We have all been caught in a blind street of dialogue with an awkward chatbot–vending machine, rather than assistant. That communication can be impersonal and brief. But what if they are moulding the way people feel about your company–in silence, in aggregate, daily? The new data provided by the users of real-life chatbots in the workplace indicate that they are not only tools. They have now become the first line of public relations: creating impressions of the nature of your company, establishing (or destroying) relationships, and creating an identity of your brand at scale.
Published in Tech Observer Magazine (Online)
Link: When your chatbot talks, your brand speaks
Prof. Prof. Kartikeya Bolar
