Chatbots are software applications that use artificial intelligence & natural language processing to understand what a user wants, and provides them with the content and services through natural dialog. A well designed & built chatbot will:

• Use existing conversation data (if available) to understand the type of questions people ask.
• Analyse correct answers to those questions through a ‘training’ period.
• Use machine learning & NLP to learn context, and continually get better at answering those questions in the future.

The adoption of chatbots accelerated in 2016 when Facebook launched its developer platform and Messenger app. Since then there have been a tremendous number of chatbot apps built on websites, in applications, and on social media for use cases like customer support, e-commerce, and many other examples.

Conversational AI is going far beyond Voice and Text. As only 7% of communications is made up of the actual words we use (with the rest coming from tone-of-voice, facial expressions, etc.), brands are now exploring Digital Humans.

These are super realistic conversational avatars that serve as brand ambassadors, digital influencers, customer support representatives, healthcare advisors, coaches, friends, and many other things. They work by connecting brands and consumers using empathy and emotional connection.