Chatbots are becoming a more familiar way for people to interact with brands, as mobile phones have found their way into every Indian home. It is not just the younger generation who is comfortable with technology, but also the millennials and older generations who are showing an eagerness to befriend information on demand on their smart phones. This tech savvy audience is not patient enough for information or services unless they are delivered to them “NOW”.

Giving into this instant gratification phenomenon, Amazon has launched grocery deliveries within two hours of placing an order. Cabs are at your pick-up location “NOW”. Funds can be transferred and received effortlessly via Paytm, without the need to login on banking apps. In this age of instant information, customers find it frustrating to be queued up either on call center calls or waiting for someone to visit them and sign them up for new services

Article source: http://www.sundayguardianlive.com/opinion/11060-sms-chatbots-are-changing-meaning-customer-service

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