Welcome to another episode of Grow with Technology! In today’s Deep Dive, Ben Bard and Jessica are unpacking the world of AI-powered chatbots and how they’re reshaping the customer service landscape—often in ways we barely even notice. Leaning on insights from technology consultant Richard Butler Jr., they explore how chatbots have evolved from simple Q&A machines to sophisticated virtual assistants that understand context, adapt to our language, and even help businesses deliver faster, more personal support.

Ben and Jessica break down not only the visible changes—like instant responses and 24/7 availability—but also the behind-the-scenes transformations that make interactions smoother for both customers and companies. From cost savings and improved customer loyalty to the technical must-haves that separate a truly helpful chatbot from a frustrating one, they cover the core features that are driving this fundamental shift.

But it’s not all upside: Our hosts candidly discuss the current limitations—like handling complex, emotional, or nuanced issues—and the importance of seamless handoffs to human agents. Plus, they look ahead at what’s next: think smarter bots with voice capabilities, context awareness, and advanced analytics that could even anticipate problems before you run into them.

If you’ve ever chatted with a bot online (and who hasn’t?), this episode will change the way you think about those digital assistants and what the future of customer service could look like. Let’s dive in!