Angela is a call-center assistant in an insurance company, who has been working from home since the beginning of the COVID-19 pandemic. In the first couple of months, she struggled with her internet connection, as her tariff plan didn’t cover all her needs. She tried to reach the technical support of her current provider, but the lines were too busy due to the increased demand as everyone in Angela’s area moved to home offices. After two or three unsuccessful calls and unanswered e-mails, she gave up on the idea to improve her situation and switched to another vendor, that offered a readily available plan that satisfied her needs. There are thousands of households that underwent the same issues as Angela, according to the Capgemini research institute. There are dozens of companies that lost their customers due to a million tiny issues or a couple of big ones.

#ai & machine learning #ai #algorithms #customer churn #customer experience #machine learning