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Facebook buys omnichannel customer service startup Kustomer for reported $1B

The deal for Kustomer is the latest play by Facebook to better integrate messaging across its platforms and may help marketers — especially smaller businesses with fewer financial resources and technological know-how — to manage online conversations and improve their communications with customers. With millions of people using messaging apps to chat with businesses, as Facebook has observed on WhatsApp, companies need more ways to manage those conversations and automate them with chatbots whenever possible.

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