Changes in customer experience because of COVID-19 , by Steven Van Belleghem
“ An experience that delivers results today , such as lots of conversions , may no longer move the needle next month , or even next week ”
— Michael Scharff , CEO , Evolv
Solving those three problems simultaneously is RPA , or robotic process automation . “ RPA presents contact centres with a low-risk approach to transformation that applies intelligent automation across the entire customer service lifecycle ,” says Duddridge , giving examples such as chatbots for customer self service , arming agents with intelligent attended robots and automatically handing off between chatbots and live agents .
Automation also assists with the changing behaviour of customers , who are increasingly shifting to digital channels . According to Michael Scharff , CEO , Evolv , the pace of customer evolution requires automation to keep
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Changes in customer experience because of COVID-19 , by Steven Van Belleghem
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