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There has been a lot of interesting discussion on how bots, and especially chatbots, could redefine the future of customer service and customer experience. The rise of bots has been exceptionally fast, and Facebook played a significant role in the chatbot revolution when they announced in April 2016 that Facebook Messenger platform supports chatbots – the number of chatbots on Facebook Messenger has been growing fast. We have been living in the world of (chat)bots for a couple of years now, and Facebook’s adoption of chatbots has been a significant landmark in the more general adoption of bots. There has already been some evidence that chatbots are gaining legitimacy amongst consumers. According to Aspect Software Research’s report published last year, “44% said that if a company could get the experience right, they would prefer to use a chatbot or automated experience for CRM.” This discussion has been, of course, promoted mainly by those…

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