74% of marketing leaders reported that brands have struggled to scale their personalization efforts, despite consumers being more likely to make a purchase from a brand that provides such experiences.

As chatbots continue to be a mainstay for businesses, it is critical that they take the time to ensure the technology has a human touch.

In Mind Your Business, Howie Lim spoke to Greg Bennett, Conversation Design Principal, Salesforce, who believes that companies should focus on building empathetic chatbots to accomplish this ‘human-like’ experience.