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27 Dec 2023

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SA customer service chatbot frustrations unpacked: Why people are turned off

William Brederode

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Many people are left frustrated when interacting with customer service chatbots.

Many people are left frustrated when interacting with customer service chatbots.

Gallo Images/Getty Images

Even though people seem to hate them, customer service chatbots continued to enjoy widespread use in South Africa this year, with many organisations launching new bots or refining the capabilities of old bots.

Customer service chatbots are tools that are increasingly being powered using artificial intelligence, designed to provide users with conversational customer care.

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