Chatbots and live chat technology can be used to qualify leads, overcome user friction and speed up customer resolution. They work best when they are specifically programmed to assist a user based on the page their browsing, the type of user and the stage of their purchase path.
Gartner predicted 11 technologies that will revolutionise business. Bring your own devices (BYOD) was one of these predictions, but bring your own application (BYOA) may be a bigger topic. The ability for users to log into business-level tools with their personal Facebook account raises new challenges for what need to be constantly changing codes of conduct and policies.