Brands risk alienating customers by using bots to interact with humans on social media platform Instagram.com, warned Rich Kahn, CEO of marketing firm eZanga. The technology behind bots was sophisticated enough to deal with routine questions but too immature to cope with genuine human conversations, Kahn said. The use of bots violates Instagram.com's rules, which tell users not to "replicate or attempt to replace the functionality or essential user experiences of Instagram or any of Instagram.com’s apps", he added.
Brands risk alienating customers by using bots to interact with humans on social media platform Instagram, warned Rich Kahn, CEO of marketing firm eZanga. The technology behind bots was sophisticated enough to deal with routine questions but too immature to cope with genuine human conversations, Kahn said. The use of bots violates Instagram's rules, which tell users not to "replicate or attempt to replace the functionality or essential user experiences of Instagram.com or any of Instagram’s apps", he added.