ITILSay Hello To Your New Digital Colleague

Organizations like to feel that they’re participating in the larger technology conversation. They want to be in the know and on-trend. Such is the case with AI, machine learning and automation. These powerful technologies have already been used to great effect across industries, and organizations are keen to leverage them to achieve business goals.

Chatbots are one application of these technologies. Though they have been around since the 1960s, they have come a long way, with Gartner forecasting that within the next couple of years, 47% of organizations will use chatbots for customer care. However, organizations need to be careful that they aren’t just jumping on the AI bandwagon without understanding how to use the technology well. Today’s chatbots must be effective and actually create a positive end-user experience.

Our chief product officer, Dr. Akhil Sahai, discusses the evolution of chatbots in his latest article, Say Hello to Your New Digital Colleague. He then discusses why a new approach to chatbots is necessary and introduces the concept of the digital colleague. You can read the article here.