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The PSFK research paper gives an overview of how brands are leveraging chatbots to offer customers tailored real-time support and optimized brand experiences. The paper highlights key examples that show how brands are exploring conversational interfaces that enable more emotive, responsive and personalized chatbot assistants, as messaging platforms become ubiquitous and essential platforms that users engage with daily. Tangential research also explores how the healthcare industry is evolving, given these new technologies, helping to cut costs and improve efficiency for both patients and medical professionals.
Published February 2018