With over 3 million confirmed cases of COVID-19 throughout the world and more than 200,000 deaths to date since the first report; coronavirus has spread wreaking havoc on any back-office operation, and more intensely on call centers throughout the globe.
For a couple of years now, organizations have only been theorizing the possibility of AI to enhance customer support. It was always a thing that could wait. However, now AI is proving to be a pressing matter over other priorities, and organizations are ready for widespread development than perhaps assumed.
Improved Customer Satisfaction
From banking to travel to finance; given reduced staffing and limited work-from-home options, the call center agents are overwhelmed by the influx of calls; for which the consumers are facing long latencies. These circumstances can, in turn, lead to a huge strain on the workforce and the industry as well. As businesses struggle to cover an increase in call volume, according to an old adage “necessity is the mother of invention.”, AI-enabled customer support has come to rescue.
“People want what’s best for them, and they can switch on a dime because there’s always a new disruptor disrupting the last disruptor. So companies should just strive to keep changing and adapting to their customers’ needs.”Ben Chestnut, Co-founder & CEO of MailChimp