https://medium.com/space10/conversational-interfaces-arent-new-but-they-re-changing-the-game-67578e37ac3

It seems like everyone is making their service more human in 2016 by creating a bot, or at least a conversational interface, so you can just talk to computers the way you do with other people.

Chat apps have let us start interacting with apps, businesses and other services by just messaging them — now, for the first time you’re able to message companies like KLM to find out what went wrong with a flight, or make a change to your reservation.