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Volume: 30 | Article ID: art00006
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Review of Interactive Communication Systems for Business-to-Business (B2B) Services
  DOI :  10.2352/ISSN.2470-1173.2018.06.MOBMU-117  Published OnlineJanuary 2018
Abstract

The ability for any company to efficiently interact with customers, process their requests quickly, troubleshoot problems, shortly speaking – to be "agile" in company customer interaction, is one of important keys to its success. The ways of how businesses are interacting with their customers, the way they are advertising their product has been changed and improved drastically and gone to another level with appearance of the Internet, mobile technologies and Artificial Intelligence systems. During last decade, it became even possible to offload the part of interaction with client from human to machine. Businesses and companies who use this type of approach are capable to keep 24/7 availability for their customers/clients, which in the end helps to increase number of customers, maintain efficiently existing ones and continuously improve product quality based on more structured and organized conversation data analysis. In this paper the following topics will be covered: business-to-business (B2B) communication aspects, chatbots and their usage as a tool for providing businesses with ability to interact more efficiently with their clients (B2B and B2C interactions), and discussion of chatbot creation platforms that support Facebook and integrate in social network's environment. Current work represents an analysis of three chatbot creation and management web platforms: Chatfuel, ManyChat and "It's Alive!". After that, this work gives comparative analysis of each of these platforms' capabilities, strengths and limitations.

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Sahak Kaghyan, Shubham Sarpal, Andrei Zorilescu, David Akopian, "Review of Interactive Communication Systems for Business-to-Business (B2B) Servicesin Proc. IS&T Int’l. Symp. on Electronic Imaging: Mobile Devices and Multimedia: Enabling Technologies, Algorithms, and Applications,  2018,  pp 117-1 - 117-11,  https://doi.org/10.2352/ISSN.2470-1173.2018.06.MOBMU-117

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