Booking airline tickets, getting a mortgage, designing trainers or reading favourite news, chatbots are being used by customers for all sorts of things. But how might your organisation use one and where should you start?

Most current chatbots are not very good. This makes it very easy for people to be sceptical about them and ignore the whole approach. However, this is often because the user’s needs were not fully understood or because they have not been adequately tested with users.

You have probably heard the buzz about chat interfaces and artificial intelligence and how this is the next big thing. In this blog we try and explain what they are and why they probably do matter.