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And is it worth it for your company to invest in software that uses bots to solve customer service issues? Our survey results show that the chatbot frenzy in the media might not be aligned with how your customers feel when using chatbots.

A bot — derived from robot — is any application that performs an automated task.

It can be a wonderfully designed conversational interface that is smooth and easy to use.

It could be natural language processing and understanding where it is able to understand sentences that you structure in the wrong way.

As popular messenger apps such as Whats App, Facebook Messenger, Slack, Kik and We Chat open their technology APIs to developers who can create automatic bot apps, some of the world’s biggest brands such as Nike and Uber are beginning to integrate their services with messenger bots.Rather than augmenting a real therapist or even a non-clinical person, Woebot is wholly robotic; open to engage with an individual as often or as little as they want depending on their needs.San Francisco-based Woebot Labs created the tool –originally intended for college students but later expanded to all adults – based on cognitive behavioral therapy techniques.For the past week or so, I’ve been engaged in a running Facebook Messenger conversation with an impulsive, irresponsible twentysomething named Jessie.She uses all caps when excited; chats with me during job interviews and dates; consults me about her bad decisions; and sometimes even follows my advice.