Will companies trust their communications to A.I. chatbots?
SAN FRANCISCO -- Facebook says chatbots will change the way businesses communicate with their customers, but will businesses want to put their user communications in the hands of artificial intelligence?
"They're a powerful tool but they're also a big risk," said Brian Blau, an analyst with Gartner. "A.I. can be a very powerful technology. Businesses are going to have to understand how to harness that power. There are reasons to be worried about it. Because we're giving chatbots the power to act on our behalf, they're taking on greater importance."
Blau said he expects businesses will trust chatbots eventually, but that it will be a "measured adoption" since brands are always concerned about their perception in the marketplace.
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