If you have been chatting with customer service on hotel or airline website, then there are chances that you have been chatting a machine or AI or a Chat Bot. This is the new normal in the services industry and no matter what you feel about it, the chat bots are evrywhere.
I discovered this by accident when I missed a connecting flight from Chicago in 2015. I had to reach out to my hotel to change the reservations. As I called the help desk at the hotel, the familiar IVR options were replaced by a pleasant sounding male voice, who spoke to me about my reservations and then directed me accordingly. Midway through the conversation I realized this was a bot or AI. Though I immediately thought of Terminator 2 and Skynet, but little did I know that chat bots were going to become a more integral part of our lives.