# In a contributed article, Professor Anika Sharma makes the case for why brands should incorporate Chatbots for a better customer experience

1 Faculty News January 14, 2019 ![ AdAge India logo](/sites/default/files/styles/246w/public/assets/images/adage-india-logo-feature.jpg?itok=uM_LgRLL)>

Excerpt from [Ad Age India](http://www.adageindia.in/blogs-columnists/guest-columnists/mobilewatch-1-4-billion-people-a-year-are-talking-to-bots-join-them/articleshow/67521019.cms) -- "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."

[Read more](http://www.adageindia.in/blogs-columnists/guest-columnists/mobilewatch-1-4-billion-people-a-year-are-talking-to-bots-join-them/articleshow/67521019.cms)