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How chatbots are pumping up customer service

It’s no secret that in this instant gratification economy, customers demand immediate responsiveness from brands and expect fast and reliable customer service across all channels. Customer care is moving quickly to keep up with evolving technological opportunities and companies are under constant pressure to incorporate new tools and processes to engage with customers wherever they are. Enter chatbots. In recent years, chatbot-enhanced customer support use has increased, allowing businesses to easily identify and resolve customer problems through messaging services. Gartner predicts that by 2020, customers will manage 85 percent of their relationship with a company without interacting with a single…

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