BENGALURU : Customer support call centres are an obvious casualty of Covid-19. You can’t have people huddled together at a centre.
Nor is it easy to move everything to remote operations from homes as call centres operate in data-protected environments that are hard to replicate.
Further, organizations like banks, hospitals and civic bodies are dealing with a growing avalanche of customer service demands.
Call centres can’t scale up at this speed. This is hastening the adoption of automated options like conversational AI, or chatbots in popular parlance.