The Unexpected Ways Chat Bots Could Change Marketing

There’s an awkward moment at the outset of every new technology when marketers and agencies begin spasmodically craving it. This craving is often blind to whether the investment would solve a business challenge or if that money would be better spent by letting junior staffers roast marshmallows on a giant burning pyre of cocaine. To date, much of the conversation around chat bots has been focused on replacing rote customer service for existing clients and “driving loyalty,” as spurious as that phrase has been shown to be by the good folks at the Ehrenberg-Bass Institute.