Sharp observation, Peter! Yes: context and convenience. Also crispness: users dig the absolute immediacy of a bot’s response — no stumbling around through misbegotten navigation menus or typing painstakingly into a search box. And I agree with Sam Mandel that emotional connections are possible in chat, for products that lend themselves to a personalization (though at the potential cost of foregoing the emotional hooks a well-designed GUI can set).

Partner/co-founder: Higher Ground Labs. Venture fellow: betaworks. Board: Access Now, Public Knowledge. Nerd, really. <http://andrew.mclaughl.in>

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