Just a few short years ago, marketing teams looked to the “cutting-edge” technology of the time to engage with customers more efficiently: IVRs. These tools served a useful purpose, providing quick answers to straightforward questions and slashing wait times—but they’re no longer cutting it. IVRs can only address a handful of questions and concerns, and make the customers bend their ways to interact with them, leaving those with unresolved problems more annoyed than they were to begin with.   On the other end of the spectrum are chatbots. At their prime, chatbots took over the digital channels and promised to…

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