The pandemic has raised the stakes for self-service in every part of the customer journey. In 2020, the customer service industry underwent a shock to its collective system by pulling up stakes and moving agents to remote work. At the same time, consumers moved away from in-person interactions in stores and branches. This systemic disruption has led to longer call wait times and tougher interactions because collaborating and accessing company data systems from outside the office is difficult.
Intelligent Virtual Agents Are an Imperative for Digital Self-Service
Posted by
Keith Dawson on Dec 22, 2020 3:00:00 AM
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Topics: Customer Experience, Contact Center, Digital Technology, natural language processing, Conversational Computing, AI and Machine Learning, agent management