Why ‘talk to our chatbot’ will replace ‘send us an email’

I’m known to be a bit negative about email. When you receive a few hundred of them a day, it tends to make you a little skittish, even a little depressed. Yet, it’s still my primary form of communication, especially when I’m trying to find answers to problems. In our highly digitized world, it’s amazing we still use asynchronous communication so often.

Here’s my big problem with how this all works. When you send a message, there’s no way of knowing if the recipient is doing anything about it. Sure, there are apps for this. In marketing, it’s an art form. Even Outlook can generate a “read receipt,” but I’m talking about getting an immediate response that tells you what kind of action the message recipient is going to take. Instead, we send an email and hope someone eventually reads it and responds in a way that is actually useful. Read more

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