The Challenge

Innovating customer response automation to deliver unprecedented accuracy and efficiency

Facing a fragmented support landscape , MYOB — an award-winning multinational corporation providing tax , accounting , and business software — is turning to generative AI to transform customer interactions and deliver quick , accurate assistance when needed most . Recognizing that customers were struggling with FAQ searches and having to restart conversations with new advisors , MYOB sought an efficient solution to automate responses within its support framework before the expected surge in year-end inquiries .

“ Our consultants evaluated the customer support journey , our conversational AI engineers created architectural blueprints , and our project management expertise unified the people , processes , technology , and data on both ends .”

Monica Ryan VP of ANZ , Concentrix