In a contributed article, Professor Anika Sharma makes the case for why brands should incorporate Chatbots for a better customer experience
Excerpt from Ad Age India -- "So, for instance, if you are on 1800-flowers' fb business page, it is easier for a consumer to interact with their customer service right in the fb ecosystem instead of being directed to the company website. After all, the mission should be to make the ‘inquiry-to-purchase’ journey as friction-free as possible. Chatbots can help. They can help customers make up their mind with suggestions, they can help track orders or they can simply be available to chat up."