The value of a bot is that you can communicate with it through a mechanism that you use often: instant messaging.

聊天机器人（bot）的意义在于，您能够通过经常使用的机制 —— 即时消息 —— 与其进行通信。

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However, he said the instant apologies often appeased travellers to an extent they then did not bother to make formal complaints.

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