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Joe, I would add a smart chat bot to the list... 90% of the times you can train AI to answer the customer questions. See... the AIML bots... very nice...  Pandorabots - A Multilingual Chatbot Hosting Service


Attaching a screen shot of AutoJini Live chat client.. hard to display the title as lot of pages on the dealership site would have the same title.. :( SEO??... so title is on mouse over... brings up users full footprint.