The Psychology of Chatbots | DMA

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The Psychology of Chatbots

Chatbots have been around for over a decade, but since their recent explosive growth due to artificial intelligence (AI), we felt it would be useful to break down the topic and look at the possible opportunities for businesses.

So what actually is a chatbot? It is a service that is structured by AI and algorithmic rules, which you interact with via digitally chatting. The bot is programmed to pick up on keywords in your text, and then follows a structure of appropriate responses to create a two-way ‘chat’ conversation. This feature has usages for everyday life, both fun and functional - from Facebook messenger to ordering shoes online, for example.

Apple’s Siri could be seen as one of the first developments of a chatbot, but advancements are being made so quickly that in the near future, it should be easy to mistake a conversation with a chatbot for one with a human. Business Insider recently conducted a survey that asked a selection of businesses, which emerging technologies they are already using and which they intended to implement. 80% of respondents said they already used or planned to use chatbots by 2020, and 42% of participants believed automation technologies in these areas will have a significant effect on the customer experience. Ultimately, if a brand leverages this inexpensive and wide-reaching technology, a chatbot within their site can mirror the experience that you would have within an physical retail store, making the customer experience increasingly seamless, engaging, and human.

Chatbots are a huge opportunity for brands as more and more people are using messenger apps over social platforms. The explosive growth of the feature is only going to continue, giving brands a cost-effective and innovative way to offer a whole range of services. It is likely that in the near future, calling a business to discuss a product or service will be long gone. Instead, it will simply be down to chatting with a robot.

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