How artificial intelligence in ecommerce market has swept the age old customer service

It's no doubt that artificial intelligence has taken its firm position in every industry, making processes efficient and convenient than ever before; ecommerce of course is no exception. Especially during these pandemic times, buying preference of consumers have witnessed a sharp spike towards digital shopping thereby triggering a tectonic shift in the contours of the age old customer service operating model. What has worked in the past for customer service teams will not work in the future and several ecommerce brands learnt this lesson the hard way in the recent past. The age old model of call centers manned with trained agents to take incoming calls of customers just cannot support this exponential increase in call volumes and many ecommerce businesses had to look at re-inventing their processes using meaningful technology interventions. Enter AI to the rescue.