The pandemic disrupted and changed the way consumers interact with organisations, expecting and demanding accessibility 24/7 through the use of digital channels. From medical support, rescheduling holidays to obtaining emergency loans, call centers were at the center of it all. In a time that heavily influenced consumer loyalty, slow responses, high attrition rates, call volumes and delays, organisations faced a huge loss in brand confidence.

At the same time, how can we provide 24/7 accessibility without the need of investing in more staff, whilst improving customer and employee satisfaction? How can complex requests be handled and managed without expanding?

With the advances in Process Automation and Machine Learning, we believe the answer lies in Conversational AI to provide human-like experiences with meaningful, outcomes based experiences.