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It also describes limits: results varied with customer intent, improvements were less substantial for repeat complaints, and customers sometimes seemed confused when transferred from a chatbot to an agent who responded very quickly. The researchers suggest that managers consider who benefits from assistance, including newer service employees and companies seeking to retain customers who ask to cancel subscriptions. These findings come from one company, and the article does not establish that the measured sentiment changes led to higher revenue, better employee retention, or results in other settings. 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