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The author reflects on knowledgeable and timely customer service for computer software and programmable devices. He comments on the need for globally distributed product users to be able to get assistance when it is required and suggests while artificial intelligence (AI) can help with customer assistance, at times AI seems to deliberately misunderstand queries and commands. He talks about the improvement of speech recognition and the benefit of live chat-room customer service representatives.

The article reports on the increased number of company customer service departments using chatbots to deal with customer concerns. Topics discussed include the limitations of chatbots and the reasons most customers still prefer to talk to human customer representatives, the customer service-related tasks for which chatbots can be utilized effectively and the benefits of using them for these particular tasks, and the factors that businesses should consider before launching chatbot services.