As a direct result of Covid-19, enterprises are advancing their plans to digitize and automate parts of their business not just to achieve better operational efficiencies, but to protect themselves from disruptions.
During the pandemic, many companies experienced significant increase in pressure from customers, while their number of available employees decreased. Many contact centers were unable to cope with demand or closed because of lockdown restrictions, leading to long delays in customer service queries, which dramatically affected the customer experience.
It is already clear that the Covid-19 pandemic will result in a seismic change in work and life culture globally. But more than anything, the pandemic has shone a spotlight on areas of weakness within enterprises. For example, even the most conservative contingency plan was unlikely to include a worldwide shutdown affecting workforces, supply chains, and customers.
As businesses develop a more strategic approach to their ongoing business that delivers resilience into operations through flexibility and scalability, while at the same time working to improve operational efficiencies, so Conversational AI is rising to the forefront of technology enablers.
Conversational AI is a form of artificial intelligence (AI), that allows people to create a dialogue with applications, websites, and devices in everyday, humanlike, natural language via voice, text, touch or gesture input.
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