https://thenextweb.com/contributors/2018/06/03/1128084/

We’ve all been there. Bounced around to different departments, put on hold, shifted from agent to agent, forced to repeat our mailing address or ticket number or describe the problem we’re desperately trying to get solved again and again across a multitude of different channels. Somehow, despite all the hype around machine learning, conversational interfaces, and personalization, the vast majority of customer experiences still leave us wondering if we’re trapped in a particularly torturous episode of Black Mirror.

Live chat was supposed to save us from call center purgatory, but instead it just created another conversation silo – and a bad customer experience that can drive users away. And then the next generation of messaging technology came along. It was a huge leap forward because it eliminated the constraints of live chat for businesses and brought customers the rich conversational experiences they’ve come to know and love.