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Home > Sources of Information > Articles > Characters
 Smart Interactive Characters: Automating One-To-One Customer Care  
By Barbara Hayes-Roth, Web Techniques, 9/1999
Interactive characters represent a class of intelligent agents. Characters give immediate, unlimited, personalized one-to-one service to every customer, 24 hours a day, 7 days a week. They remember past interactions, making each customer feel known and valued. They build relationships based on familiarity, affection, and trust.
http://www.webtechniques.com/archives/1999/09/hayesroth/

 
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