As bots invade Messenger, brands still prefer human touch on Twitter

Bots versus humans: That’s the choice brands like Hyatt are now confronted with in their social media customer service efforts. An automated chatbot, like the legion that Facebook Messenger just unleashed on the world, might be able to help a guest book a room. But can it anticipate the need for a cocktail? Brands know their customers are increasingly expecting speedy answers ...Read the full article

  • Facebook’s new chatbots still need work - Facebook debuted chatbots for Messenger this week to much fanfare, promising consumers a new way to interact with their favorite businesses over the company's..