“The newest installment in technology-aided customer service is the chatbot. These are computer programs that are designed to make you feel like you’re having a conversation with a real person. But you’re not. You’re chatting with a computer. Sorry to disappoint, but banks still don’t want you to speak to a real human (at least, not off the bat).
Early in 2016, Microsoft launched the notorious Tay, that learned to communicate by reading comments on Twitter (it wasn’t long before she launched into genocidal, racist rants, requiring the software company to take her offline). In a major move, Facebook announced at its F8 developer conference in April 2016 that businesses can now build and launch their own chatbots on top of the social network’s Messenger communication tool.”