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However, with the growth of chat customer support came the creation of AI software that could take over the responsibilities of a human support agent-the chatbot. For large companies that often handle hundreds if not thousands or even millions of customers in a day, a chatbot can save them a lot of time and allocation of resources.

They don’t have to hire big teams of human customer support agents to handle every single customer that comes to them with an inquiry. Another big plus for businesses is that chatbots don’t get tired. They don’t need to work in shifts-they can work 24 hours a day, 7 days a week for as long as the company uses them. But as much help as chatbots can be to a big brand, they can also be a huge detriment.

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