By the end of 2021, Intelligent Assistants (IAs) of the automated variety will be everywhere. They will take the form of chatbots, voicebots, virtual assistants, conversational IVRs and personal virtual agents. They will be invoked over smartphones, smartspeakers, websites, voice consoles in cars and popular messaging platforms. They are finally emerging as “go-to” resources for frequently-invoked applications and services, often starting with a question to be answered and then progressing through search and, ultimately, successful resolution of an issues or completion of a purchase.
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