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Amidst all the fast-paced technological innovations, contact centres continue to be at the frontline of delivering customer experience. “Even though businesses have identified different mechanisms to reach out to users such as mobile applications, notifications etc, users still reach out to the call center. Case in point, even when you are able to book a cab in under two minutes through the app, you will want to reach out to customer care if there is a problem,” shares Sourabh Gupta, Co-Founder & CEO, Vernacular.ai, an AI-first SaaS business enhancing customer experience through intelligent voice conversations.
VoiceTech, AI and Contact Centres: The dots finally connect