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AI is moving B2B tech from consumerization to humanization 

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You make a call to a telecom operator over a billing-related query. Or you log on to a shopping site to check the status of your shipment. You are likely to be instantly greeted by an automated voice that will guide you, while a friendly chat box pops up on the shopping site to provide instant solutions.

There’s nothing new about this; we’ve been hearing automated voice responses and seeing chatbots on websites and apps for quite some time now.