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Chatbots are a type of artificial intelligence that is programmed to simulate human communication. They are able to process requests, remember previous conversations and use this information to create more personalized responses. The chatbot market is expanding every day, providing more and more innovative opportunities for automation. As 87.2% of consumers have neutral or positive experiences with chatbots, the industry will keep growing rapidly. In this section, we highlight the main trends that will be in demand in the world of customer service in 2023.