How AI chatbots can seriously damage your brand

A digital illustration representing an AI chatbot
(Image credit: MR.Cole_Photographer via Getty Images)

Chatbots have come a long way from the days when Microsoft’s Clippy would pop up, unannounced, offering 'help' but actually just disrupting whatever it was you were doing. As Mark Zuckerberg and Elon Musk know well, the latest generation of conversational AI chatbots promises a more personalised and relevant experience for users. 

When done well, AI chatbots can deliver a faster resolution to issues, reduce costs and provide an “always on”, 24/7 service (and deliver zingy one-liners, of course). They are now being used for everything from website navigation support to supporting users with their mental health.   

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Vanessa Porter

Vanessa has been working with artificial intelligence and machine learning since it was called analytics, and data scientists were called analysts. Her specialism is using data to provide a world-class customer experience.