Like the seasons following each other, the hype cycle is part of the natural order in technology land. When #BotMania went thermonuclear in May, it was only a matter of time before the disillusionment set in. Then comes a wave of blog posts, like this one, explaining why.
A backlash is often caused by out-sized expectations (Remember “Segway will be bigger than the internet”?). That’s certainly part of this story. But there’s an equally important factor this time: poorly defined vocabulary. We shouldn’t feel too bad, though. The customer service industry is changing rapidly causing new words to enter the conversation, and existing words to morph in meaning. (That’s why we’re putting out the New Customer Service Lexicon. See Part 1 and Part 2.)
It’s time for a bot reality check.
![[Video] 4 Takeaways from Our Google Hangout on Chatbots](https://fonolo.com/wp-content/uploads/2016/05/Video-4-Takeaways-from-Our-Google-Hangout-on-Chatbots.jpg "[Video] 4 Takeaways from Our Google Hangout on Chatbots")
Last week, Fonolo hosted yet another insightful Google Hangout discussing the hottest topic in the customer service space – chatbots. The glaring question was, is chatbots the new reality or just hype? This fabulous panel of chat experts was on a mission to separate fact from ![[Video] What You Can Expect from “Chatbots”?](https://fonolo.com/wp-content/uploads/2016/05/Video-What-You-Can-Expect-from-“Chatbots”.jpg "[Video] What You Can Expect from “Chatbots”?")
Last month, Facebook made an 
