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  • Julie A. Ask

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Forrester In The News

FORRESTER IN THE NEWS:

Julie Ask on chatbots

While increasingly being used by businesses for customer service, (chatbot) technology is still in its rough, early stages. But 2018 could be the year when the technology finally begins to mature. Chatbots certainly have very limited functionality and are a work in progress. Most are hard-coded decision trees. Most need to escalate to humans very quickly to do anything more than answering a simple question.

TechRepublic, January 9, 2018 »

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