Editing Chatbot (section)

=== Customer service ===
Chatbots have been proposed as a replacement for [[customer service]] departments.<ref>{{Cite book |last1=Følstad |first1=Asbjørn |last2=Nordheim |first2=Cecilie Bertinussen |last3=Bjørkli |first3=Cato Alexander |chapter=What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study |series=Lecture Notes in Computer Science |date=2018 |volume=11193 |editor-last=Bodrunova |editor-first=Svetlana S. |title=Internet Science |chapter-url=https://link.springer.com/chapter/10.1007/978-3-030-01437-7_16 |language=en |location=Cham |publisher=Springer International Publishing |pages=194–208 |doi=10.1007/978-3-030-01437-7_16 |isbn=978-3-030-01437-7|hdl=11250/2571164 |hdl-access=free }}</ref>

[[Deep learning]] techniques can be incorporated into chatbot applications to allow them to map conversations between users and customer service agents, especially in social media.<ref name="Xu-2017">{{Cite book |last1=Xu |first1=Anbang |last2=Liu |first2=Zhe |last3=Guo |first3=Yufan |last4=Sinha |first4=Vibha |last5=Akkiraju |first5=Rama |chapter=A New Chatbot for Customer Service on Social Media |date=2017-05-02 |title=Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems |chapter-url=https://doi.org/10.1145/3025453.3025496 |series=CHI '17 |location=New York, NY, USA |publisher=Association for Computing Machinery |pages=3506–3510 |doi=10.1145/3025453.3025496 |isbn=978-1-4503-4655-9}}</ref>

In 2019, [[Gartner]] predicted that by 2021, 15% of all customer service interactions globally will be handled completely by AI.<ref>{{Cite web|url=https://www.gartner.com/smarterwithgartner/27297-2/|archive-url=https://web.archive.org/web/20191211081442/https://www.gartner.com/smarterwithgartner/27297-2/|url-status=dead|archive-date=11 December 2019|title=How to Manage Customer Service Technology Innovation|website=www.gartner.com|access-date=2 January 2020}}</ref>  A study by [[Juniper Research]] in 2019 estimates retail sales resulting from chatbot-based interactions will reach $112 billion by 2023.<ref>{{Cite web|url=https://www.juniperresearch.com/press/press-releases/chatbot-interactions-retail-reach-22-billion-2023|title=Chatbot Interactions to Reach 22 Billion by 2023, as AS AI Offers Compelling New Engagement Solutions |publisher=Juniper Research|author=Smith, Sam|date=8 May 2019|access-date=2 January 2020|archive-date=2 January 2020|archive-url=https://web.archive.org/web/20200102180434/https://www.juniperresearch.com/press/press-releases/chatbot-interactions-retail-reach-22-billion-2023|url-status=live}}</ref>

In 2016, Russia-based Tochka Bank launched a chatbot on [[Facebook]] for a range of financial services, including a possibility of making payments.<ref>{{cite news|url=https://www.vedomosti.ru/technology/articles/2016/07/13/649035-rossiiskii-bank-zapustil-chatbota-v-facebook|title=Российский банк запустил чат-бота в Facebook|date=13 July 2016|work=Vedomosti.ru|access-date=1 April 2019|archive-date=1 April 2019|archive-url=https://web.archive.org/web/20190401194126/https://www.vedomosti.ru/technology/articles/2016/07/13/649035-rossiiskii-bank-zapustil-chatbota-v-facebook|url-status=live}}</ref> In July 2016, [[ABSA Group Limited|Barclays Africa]] also launched a Facebook chatbot.<ref>{{cite web|url=https://www.fin24.com/Tech/Companies/absa-launches-world-first-facebook-messenger-banking-20160719|title=Absa launches 'world-first' Facebook Messenger banking|date=19 July 2016|access-date=1 April 2019|archive-date=1 April 2019|archive-url=https://web.archive.org/web/20190401192552/https://www.fin24.com/Tech/Companies/absa-launches-world-first-facebook-messenger-banking-20160719|url-status=live}}</ref>

In 2023, US-based [[National Eating Disorders Association]] replaced its human [[helpline]] staff with a chatbot but had to take it offline after users reported receiving harmful advice from it.<ref>{{Cite web |last=Crimmins |first=Tricia |date=2023-05-30 |title='This robot causes harm': National Eating Disorders Association's new chatbot advises people with disordering eating to lose weight |url=https://www.dailydot.com/irl/neda-chatbot-weight-loss/ |access-date=2023-06-02 |website=The Daily Dot |language=en-US}}</ref><ref>{{Cite web |last=Knight |first=Taylor |date=May 31, 2023 |title=Eating disorder helpline fires AI for harmful advice after sacking humans |url=https://nypost.com/2023/05/31/eating-disorder-helpline-fires-ai-for-harmful-advice-after-sacking-humans/}}</ref><ref>{{Cite news |last=Aratani |first=Lauren |date=2023-05-31 |title=US eating disorder helpline takes down AI chatbot over harmful advice |url=https://www.theguardian.com/technology/2023/may/31/eating-disorder-hotline-union-ai-chatbot-harm |access-date=2023-06-01 |work=The Guardian |language=en-GB |issn=0261-3077}}</ref>