Purpose and advantage of chatbots

Abstract

Digital technologies, in particular chatbots, are becoming a key element of interaction between companies (brands) and consumers, performing various functions, replacing a person and imitating his behavior. They find new functional areas related to the current activities of the organization, acquire new competencies that affect the level of market flexibility of the business and its operational efficiency. Chatbots can guide shoppers through transactional steps, saving them cognitive effort and time, and become an asset that differentiates a company or brand from its competitors. The authors believe that the personalized diversification of chatbots across economic sectors and market sectors will increase the level of maturity of companies and brands in the digital environment, aimed at public recognition and universal socialization.