South Africa, Jan. 19 -- Despite their rapid adoption, not all chatbot implementations are equally successful. But the difference between a chatbot that enhances your brand and one that erodes trust isn't about the tech. It's about how you use it.

We've put together a definitive guide to the do's and don'ts of chatbot strategy in 2026, backed by the latest research, and a healthy dose of digital common sense.

Let's start with the facts: According to recent studies by leading US marketing firms, 80% of customer service teams are now using some form of AI chatbot, and 72% of customers expect to be able to message a brand for instant support. (Amra & Elma, 2025)

Consumers don't want to be put on hold anymore - if they want assistance, the...