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Can new advances in AI bring the ‘human touch’ chatbots are sorely missing?


When chatbots first became commercially accessible, companies big and small embraced them with open arms. “Have a robot handle easy customer service questions in seconds? Amazing!” — we thought. The problem was, these early chatbots were less C-3PO and more an annoying barrier to an actual human. From being asked: “Can you repeat the question” 10 times over to being directed to a completely unrelated information page — customers simply don’t have the patience to deal with badly made chatbots anymore. In fact, a study by Zoom found that over half of respondents would switch to a competitor after just…

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