Why Chatbots Haven’t (and Won’t) Live up to the Hype
Retail TouchPoints
JANUARY 23, 2025
In the early 2010s, technology forecasters and business analysts painted a compelling picture of the future of customer service: chatbots would dramatically cut labor costs and transform how consumers interacted with brands. Fast forward to today, and the reality has yet to live up to the hype. While chatbots have found their place in the customer service ecosystem, they havent achieved the dominance and ubiquity that many predicted.
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