From Facebook to Apple, some of the biggest tech companies are turning to bots in an attempt to simplify the online purchase process. Unfortunately, the reality is that the technology – regardless of its advances in logic trees, natural language processing, and machine learning – must always be backed up by real people. The human interaction is simply a necessary piece of the Customer Experience puzzle that will only increase in relevance to conversion rates over time.
While bots become more and more relevant in the online marketplace, real people will only become more vital than ever to the selling process as human interaction remains paramount to a strong customer experience.
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