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Are Chatbots the New Apps?

For centuries, people have been looking for ways to automate routine work. From the printing press to Industry 4.0 to instant money transactions, history has known numerous cases when machines and software do a better job than humans. The next step is communication: chatbots are considered the future of customer service. These “robots” can do more than answer standard questions with pre-written replies. When combined with natural language processing (NLP), chatbots can create replies themselves, without human input. They can also be made smarter over time as chatbots are learning from past questions and answers.

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