by Eric Klein, with David Krebs, December 2017
Bots Offer Big Business Big Automation
Speed Read
Consumer behavior is changing; traction with bots is tangible. Customers are using chat apps to interact with their bank for services such as account activation and checking balances―this behavior is transitioning in the workplace
Large enterprise ISVs such as ADP, Oracle, Salesforce, and SAP are developing bot UIs for their software systems
Natural language is emerging as a preferred interface for interacting with digital services has many implications and opportunities for the field of human-computer interaction (HCI)
Enterprises across a diverse range of sectors have started deploying bots to automate internal workflows or business-to-business interactions
Messaging platform providers such as Facebook, Google, and Microsoft opened their platforms to bot developers in 2016
Mobile-first vendors are beginning to introduce customized bot solutions for enterprises across sectors and business functions
Organizations must prepare for re-architecting their systems of interaction for bots; implementing chatbots will require a transition from the design of visual layout and interaction mechanisms to designs that are explicitly conversational