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Chatbots lighten the burden on support staff and improve operational efficiencies, but they fall short on several counts because most only read data from a single knowledge base.

Chatbots and Conversational AI have gained immense popularity in the last few years to enable human-to-computer interaction. The technologies use natural language processing (NLP), providing an easy conduit for people to interact with computers via text or voice. According to Google Trends, search volume around “chatbots” remains consistently high as businesses realize the value that …