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But after exhausting the FAQ on the website and the chatbot that only answers the easiest questions, the customer will try other channels, like email and chat. It can also provide answers to a customer portal, customer app, chatbot, and FAQs on a website. All this costs more money. It’s a vicious cycle.
Utilizing CRM systems, AI-driven chatbots, and omnichannel engagement strategies help organizations to anticipate and address customer needs in real time. For example, automotive companies are exploring connected car ecosystems, while media platforms are transitioning to digital content subscriptions.
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