A Good Chatbot Is Hard to Find

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수안 최

I am currently yelling in frustration at the chatbot on the website I am visiting, and it doesn’t seem to care. While I recognize that chatbots and conversation-driven marketing and sales platforms can be highly beneficial for B2B sales, they are a major source of frustration for the average B2C customer experience — because chatbots cannot establish relationships, display empathy, or recognize when the hard sell is turning visitors off.

In B2C sales, the single most important capability of a chatbot is to recognize when it’s time to retreat, or know that it is time to get a human involved in a conversation. Sadly, the…

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