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Chatbots officially entered our collective stream of consiousness in April 2016, when Facebook made its Messenger platform open to widespread chatbot development. But behind the buzz, what's the reality of artificial intelligence in chat? Can conversational robots really solve all our customer service, sales and marketing headaches?   


In addition to sentiment and effort, emotion is another useful tool when it comes to analysing the customer experience. Emotion is...
We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from...