Artificial Intelligence: New frontier in customer experience

In recent years, the world has seen a shift in the new normal as COVID-19 continues to disrupt economies around the globe, creating long-lasting ramifications that have spread to all aspects of our lives. As consumers grow used to conducting their daily activities over contactless and frictionless channels, the rapid acceleration of digital technology and services has led to an uptick in call volume at call centers across Indonesia. Pandemic-weary consumers have run out of patience, and want both speed and flexibility in their digital interactions. This is where machine learning and artificial intelligence (AI) come in. Big data technology, including AI, will prove invaluable to businesses for years to come, automating customer support services and self-service requests, helping businesses in Indonesia to scale efficiently and effectively.