The number of people using messaging apps is set to hit two billion by 2018, so it’s no wonder brands want to get in on the action. Major tech players are touting chatbots as the next big thing, but can they really revolutionise online interactions, or are they just part of an industry-driven pipe dream?

Artificial intelligence is still in its infancy, yet business decision-makers see it as pivotal to success, with 900,000 companies expected to be using some form of the technology by 2022. How exactly are firms adopting these tools? And how can AI help them meet the needs of their customers?

Most teenage girls look to their friends for beauty advice, but thanks to messaging app Kik, Sephora customers can now use a ‘chatbot’ to find out the newest tips and trends. After a talk, some emojis and a quiz, it gives the user the most relevant content to suit their beauty needs.

The artificial intelligence used for chabots is getting more advanced every day, yet what they boast in machine learning, they lack in emotional intelligence, which can result in confusion when talking to humans. But empathetic bots could help robotics shed its dystopian public image.