Does Your Company Need a Chatbot?

With so many communication channels already in play, how can a business decide if it needs a chatbot? A way to decide when and where you might want to deploy one. PHOTO:
Rob Cruickshank

If you’re in customer service or marketing, you hear a lot about chatbots and messaging, but you might ask yourself: Does my company need this? We have a website, a mobile app, a social presence, and phone and email support — do we really need another channel?

It comes down to understanding what a bot really is, and what the strengths and weaknesses of each channel are. There is no one channel to rule them all. Different types of enterprise content and modes of…

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