At digitally-savvy companies, chatbots are already deeply involved in customer-facing interactions. Customers like them because they can get their questions and concerns addressed quickly without having to first download an app. Companies like them for their potential cost savings, better customer service and retention, and ability to cross sell — all without having to invest in yet another app.

The infographic below traces the inception and accelerated popularity of chatbots. It presents their promised benefits (for both brands and their customers) and offers tips to companies considering making chatbots a key customer touchpoint.

For a more exhaustive view of the chatbot phenomenon, please read our white paper, “The Chatbot Imperative: Intelligence, Personalization and Utilitarian Design.”