How contact center AI is taking the customer service strain - Tech Wire Asia

Whatever it is they're selling, businesses today are under more pressure than ever to provide a five-star experience. Customer service is not a'nice-to-have', it's taken for granted by customers who have plenty of eager competitors at their disposal and a multitude of public forums to share their negative experiences. In times of need, if customers can't open a chatbot or pick up a phone to quickly get resolution to their issues, they'll start shopping around – customer experience is now part of the package. Meeting these real-time demands, then, is a deal-breaker, but there are also rewards. According to McKinsey, 70 percent of buying experiences are based on how the customer feels they are being treated, and if you do it right, they will stick around.