Direct Messaging in Salesforce – the Path to Seamless Business Communication
CSM Magazine
JANUARY 21, 2021
Part of this can be automated, where a chatbot is used upfront to check the knowledge base for an answer to a FAQ. From a technology point of view, the customer conversations are already in a hybrid mode where most of the time, a chatbot, often powered by AI, is handling a growing proportion of the customer journey.
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