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Software as a service (SAAS) services featuring software for creating and using bots, and for automating, facilitating, and managing customer interactions for use in the fields of customer support, customer relationship management, customer service, and customer engagement; software as a service (SAAS) featuring computer software platforms for creating and using bots, for automating, facilitating and managing customer interactions, for collecting data involving customer interactions, and for providing analytics and reports for customer interactions.