“Global Market Insights predicts the chatbot market, estimated to be over $250 million in 2017, will grow at a compound annual rate of 31% between 2018 to 2024.

One of the biggest drivers for the growth is the hope of businesses that chatbots can improve customer experience. While that may be true in many cases, there are definitely some areas where chatbots hinder rather than improve the customer experience.”

Our insight : It’s essential to keep the human element in digital customer experience