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Analysis: We need to chat about chatbots

‘Hi there, can I help you find anything?’ If you open many retail websites or social media pages now, you are likely to see this kind of message pop up. Sometimes it is accompanied by a name and even an image of a person. Yet most of the time, it’s not actually a super responsive employee who happened to notice you logged onto their page. It’s probably a chatbot: computer programs designed to facilitate conversations with customers online. Chatbots are becoming increasingly popular among