The chatbot has come a long way since ELIZA was developed in 1966. Improvements in NLP (natural language processing) and automation mean that they are now able to engage in meaningful, flowing conversations with customers in real-time, delivering human-like interactions without the waiting times associated with contacting a call centre. As a result, all kinds of businesses are looking into how they can use chatbots to improve customer experience. But advances in technology does not guarantee success.
