Amanda Smith is a freelance journalist and writer. She reports on culture, society, human interest and technology. Her stories hold a mirror to society, reflecting both its malaise and its beauty.

Businesses around the world are using automation in one way or another to generate revenue and improve each customer’s experience. One of the most popular uses of automation is chatbot technology.

The 2020 Center for Digital Government Surveys,* which collected responses from public officials in states, cities and counties across the country, provided tangible evidence that several emerging ...