In business, the incorporation of AI into virtually all aspects of life is frequently portrayed as a beacon of hope. It promises a streamlined work experience, with superior information at your disposal and the elimination of tedious administrative tasks we all hate; it offers the prospect of swifter customer support, and the potential to save time and money through the automation of processes with bots.

The significant advancements in GenAI since late 2022 have intensified this, not only normalising its use, but also endowing bots with unprecedented communications abilities. But before we turned our attention to the conversational skills of ChatGPT and peers, bots usage was often discussed in negative terms, especially when it comes to social media. Remember the nebulous number of bots on X was one of Elon Musk’s complaints when he set out to purchase and “fix” the platform?