Coronavirus is prompting companies to adopt AI call center solutions

As the continued spread of COVID-19 disrupts workplaces and travel plans around the globe, customer service centers are experiencing an unprecedented uptick in overall call volume. This week, travelers looking to modify their itineraries with Canadian airline WestJet experienced waits in excess of 10 hours. Banks and credit card companies, including Capital One, are seeing longer-than-average hold times, with some customers reporting disconnections. And Google warned Google Store customers to expect "longer than usual" wait times as a result of precautionary health measures that have the company operating with a limited team. As customer representatives are increasingly ordered to work from home in Manila, the U.S., and elsewhere, some companies are turning to AI to bridge the resulting gaps in service.