A chatbot is basically an intelligent digital agent that can help customers resolve basic, and perhaps some not-so-basic, issues regarding products and services. (Photo: tippapatt/Adobe Stock)
The use of chatbots is growing exponentially across the economic landscape, particularly in industries like insurance where the customer experience is tied directly to the bottom line. In fact, since 2019, the use of chatbots as a brand communications channel has nearly doubled, so two-thirds of global consumers have encountered at least one in the past year.
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