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AI-powered customer service chatbots. Why genAI? The use of AI in chatbots is nothing new. As conversational AI technology has evolved, retailers have harnessed natural language processing (NLP) and natural language understanding (NLU) to improve the capabilities of customer service chatbots. However, training these AI algorithms is time-consuming and expensive.

Once rolled out across 10 markets, the chatbot is expected to handle queries for 37 million customers. How easy is it to implement? While genAI chatbots and virtual assistant technology are widely available, post-implementation challenges remain. For instance, a genAI chatbot that answers customer queries incorrectly or dramatically deviates from the brand鈥檚 tone could damage a bank鈥檚 reputation.

Coding finds its tool: 鈥淰ibe coding鈥� enables users with little to no coding experience to ask a generative AI (genAI) chatbot for specific desired software functionality, and the AI tools respond with the necessary code. Engineers from Pinterest and Meta used Cursor for the WriteEdge Side Project, an app that enhances writing productivity.

The CFPB signaled it鈥檚 taking a more proactive stance in policing banks鈥� AI chatbots, including dishing out penalties.

But so far, most use cases for chatbots revolve around customer support. For example, Best Buy鈥檚 genAI-powered bot can troubleshoot product issues and manage deliveries. However, chatbots that are fully integrated into the shopping journey are rare. Amazon鈥檚 Rufus AI chatbot is one example.

Snapchat+ hits 3 million subscribers in part thanks to MyAI chatbot, while Snap focuses on partnerships and exclusive content to boost engagement.

On today鈥檚 podcast episode, we discuss the interesting ways folks watch the Olympics, the best (and not so best) ads from the Games, the impact of X suing advertisers, how much in-store chatbots can move the needle, how to view Disney鈥檚 streaming profitability milestone, which national park most of America could drive to in a day, and more. Tune in to the discussion with our vice president of content Suzy Davidkhanian and analysts Sara Marzano and Carina Perkins.

Chatbots and conversational AI (+32%). Why it matters: Healthcare marketers are not only working with smaller budgets, but cited 鈥渄oing more with less鈥� as the number one opportunity. That likely reflects the ongoing move from traditional TV advertising to streaming and targeted TV buying.

This preference is particularly noteworthy in customer service, where consumers strongly favor phone calls over chatbots, and nearly half view current customer service chatbots unfavorably. Data suggests brands might find success with hybrid solutions. This could involve offering AI visual search to help customers find products quickly while maintaining human support for more complex interactions.

All in one: Google and Microsoft鈥攁nd potentially Meta鈥攁re creating standalone apps for their AI chatbots and features. Those separate offerings will let the companies experiment with new features and services and differentiate their AI tools as separate brands.

Consumers want the option to avoid chatbots and go directly to live agents. Section 10: What should digital strategists do next? Dive into our survey data to see customers鈥� most valued features across six categories. Use the study鈥檚 crosstabs to uncover how preferences vary across demographics.

Increasing reliance on AI-powered sales assistants, chatbots, and customer relationship management (CRM) systems will become more integral in streamlining B2B sales processes. A key example of digital adoption is manufacturing. Manufacturers of large industrial goods are faced with supply chain disruptions, pricing pressures, and global trade shifts.

Integrating AI chatbots and virtual assistants for event support requires coordination with existing event platforms like Splash or Zuddl. However, many platforms offer chatbots. Basic chatbot setup is straightforward, but custom flows for event-specific inquiries or deeper integration with event platforms may require additional technical skills.

Retailers need to use caution in how they implement AI for customer service, as customers could also grow frustrated with AI chatbots that are not actually helpful. Use this chart: Retailers can use this chart to brainstorm ways to implement AI, make the case for improving customer service, or demonstrating areas where AI use may be overhyped. Related 蘑菇AV reports:.

Some early scrutiny: Meta鈥檚 Maverick AI model ranked high on a popular test called LM Arena, which compares large-language models (LLMs) and chatbots, but some researchers flagged a key issue鈥攖he version tested isn鈥檛 the same one developers can use. Meta admitted it used a special 鈥渃hat-optimized鈥� version for the ranking, which behaves differently.

Our take: Amazon鈥檚 AI push signals a decisive shift from chatbots to actionable agents. Advertisers should prepare for AI-driven commerce by optimizing for automation, refining customer intent data, and testing agent-compatible workflows.

The news: Manus AI, developed by Chinese startup Monica, is an autonomous AI agent designed to think, plan, and execute real-world tasks鈥攕urpassing traditional chatbots and delving into autonomous AI, per The Register. It鈥檚 currently free and available by invite-only, but interested users can apply for access.

Which site is the top recipient of AI chatbot referral traffic? A) Facebook B) Wikipedia C) YouTube D) Reddit. YouTube has the most referral traffic driven by AI chatbots, according to a May 2025 study from Similarweb. July 27, 2025. True or false? More gamers actively ignore in-game advertisements than find them helpful. False.

Messaging over calls: Offer communication through texts, in-app messaging, or chatbots instead of phone calls. Gen Z prefers asynchronous communication that gives them time to think and respond without the pressure of real-time interaction. Enhanced mobile experiences: Ensure banking apps are intuitive and user-friendly with clear options for customer service chats and support tickets.

Zooming out: The business connections between X and xAI go deeper than shared ownership鈥攁ll xAI employees are also X employees, per The Verge, and X serves as the main distribution channel for xAI鈥檚 Grok chatbot. 鈥淭his combination will unlock immense potential by blending xAI鈥檚 advanced AI capability and expertise with X鈥檚 massive reach,鈥� Musk said on X.

What鈥檚 driving bank switching: A survey found that dissatisfaction with digital experiences and being treated like a number, not a person, is the surest way to send customers to a competitor. And those chatbots aren鈥檛 helping.

The news: Microsoft 365 Copilot is adding deep research tools to help its product compete in the chatbot market and improve adoption. Two deep-reasoning agents, called Researcher and Analyst, will start rolling out for Copilot licensees in April. On Monday, Copilot will release agent flows that let users dictate if the AI can make its own decisions or work on a rule-based workflow.