However, it also offers a major drawback, as not everything goes as it should. This undoubtedly represents a turning point in current business models. This is how more and more companies have adapted, using a hybrid customer service mode that uses both bots and real people. They are the main reason why e-commerce is one of the most profitable businesses today: they have given new meaning to online sales and offered great benefits to businesses. These systems have evolved enormously to offer us an experience never seen before, in such a way that we can no longer distinguish between a bot or a real person. For some time now, bots or chatbots have made their way into a world that is becoming more and more digital or online.
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