Conversational AI and COVID-19: impact and future trends

When the COVID-19 pandemic brought the world’s economies to a screeching halt in the spring of 2020, the customer service industry was among the hardest hit. Across all sectors, businesses and organizations saw an unprecedented overnight surge in customer service traffic with phone lines, email inboxes and chat windows flooded by the questions and concerns of people directly or indirectly impacted by the coronavirus.

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