ChatBots are often used in to deliver prompt quality customer service many of the companies are already making use of this new fancy thing as I learned in your OER. In my point of view ChatBots when used in customer service field not only enhances the customer experience but also makes it convenient especially for the younger generations –Kik Statists sates that-60 percent of bot users are between 13 and 19 years old which also prefers instant service. But I think sometimes it can be frustrating to find the right solutions as ChatBot are not fully equipped to provide 100% solutions to all customer queries, it makes mistakes too as they cannot improvise information when needed.
Another point to note is that, over a period of time it can predict customer (we) actions and behavior in context of buying products. This makes us more of their consumer than customer of our own choice. For example how Amazon uses “suggested items” or “frequently bought together” strategies to amplify their sales.
To conclude -ChatBot are emerging very fast because of it instant feature but how heavily we can rely on them is still a question.
(https://www.advancedwebranking.com/blog/pros-and-cons-of-implementing-chatbots-to-improve-customer-service/).I referred this blog to build on ideas for my comment.
Harshita, it's interesting that you point out that 60% of chatbot users are between the ages of 13-19. I wonder how that compares to the demographic of spending money.
https://www.businessinsider.com/the-surprising-demographics-of-who-shops-online-and-on-mobile-2014-6 This study from a few years ago states that people between 18-34 spend the most online. I wonder why the 13-19 year old demographic accesses customer service more then them.