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November 20, 2023

Viewpoints

When Was the Last Time a Chatbot Actually Resolved a Complex Issue?

The customer service chatbot experience has often been far from extraordinary—best used only for simple company FAQs—but generative AI is going to change that. (Featured on SmartCustomerService.com.)

CRM Across the Wire

Customer Data Platform Market to Be Worth $19.7 Billion by 2027

Research firm MarketsandMarkets expects the market for customer data platforms to grow by 32.4 percent over the next five years.