3 ways Facebook is missing the boat on chatbots

GUEST: It’s inevitable that chatbots are coming. Messaging is the most preferred customer service channel for U.S. consumers, according to Twilio; Gartner says 85 percent of all customer interactions won’t require humans by 2020; and companies in the field have raised $24 billion to date, which will accelerate innovation and the sophistication of chatbots.
Every tech platform wants a stake in this, which is why it’s so important for Facebook to seize the opp