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Gartner predicts that by 2020, a quarter of all customer service operations will integrate some form of virtual assistant software – otherwise known as chatbots or virtual agents – across customer channels.. Analysts universally agree that automated conversations will be a defining technology in the future of customer engagement.

This white paper demystifies the applications, benefits and use cases of this fast-growing self-service software, and what features and functions you should look for when procuring it.

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