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When CRM systems fail, humans left with the mess

CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost?

Blockchain contracts automate goods, services delivery

Sales and service contracts get automation from blockchain platforms as applications become more user-friendly and infrastructure evolves to support them.

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AI chatbots to replace some customer service roles

AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone.

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Virtual agents not yet ready for primetime customer service

Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses.

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