Frost & Sullivan’s Brand & Demand team, led by Elisha Gist,  poured content from Jeff Cotrupe and others into a piece titled Can Bots and Virtual Assistants Help Boost Your Brand? Some key takeaways include:

• Millennials, who now comprise the largest group of consumers in the marketplace, are ready, eager, and able to leverage self-service and other advanced technologies–and brands who do not offer them will be at a competitive disadvantage.
• Organizations should move beyond simple automation to utilizing bots as tools to differentiate their brands, such as by incorporating their brand’s specific message
  into a bot and tailoring chat to underscore brand identity.
• Testing and partnerships will shape how bots and VAs are implemented across organizations.

The piece is available for free download here at the Brand & Demand landing page, which features a quote from Cotrupe.