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When Amazon recommends products, Expedia lists travel options, Netflix suggests movies, or Google serves up a list of sites that could answer your question, they don’t have a button that says, “If this isn’t helpful, then click here to speak to one of our customer service agents.” But browse Tesla’s site for more than thirty or so seconds and a chat window comes up asking if you have any questions. Ask something complicated and you are quickly passed from a chatbot to a person who will answer your questions. The person will also try and get you to test-drive. This is how you know there is something different going on. Rather than leave the entire interaction to automation, Tesla inserts a human in the loop when the interaction ...
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