Even in the best of times, customers are ready to abandon a brand after only three unsatisfactory support interactions.

The COVID-19 pandemic is forcing organizations to rethink and radically change their operations in real time. The disruption has led to increased pressure on contact centers to manage the dramatically increased demand, extensive and sustained orders and/or service cancellations.

Some organisations have embarked on an AI led transformation journey to revolutionize contact centers. They are leveraging digital workers to assist human agents, accessing back-end systems to complete process work, engaging with multiple systems simultaneously, reducing handle time and improving customer experience.

The systems can also be designed to recommend the “next best action,” which are predictive offerings, such as discounts or loyalty rewards. A recent survey found that extensive personalization using next best action increased average revenue per user by 166 percent.