The Solution
Streamlining customer interactions with a digital-first approach
To tackle its challenges and align with its digital-first strategy , MYOB launched MOCA ( MYOB ’ s Online Chat Assistant ), an advanced conversational AI designed to simplify customer interactions . MOCA eliminates uncertain wait times for advisor support , offering tailored solutions based on individual needs . By integrating information from MYOB help pages , My Account , Academy , and Community , MOCA acts as a unifying support concierge , creating a seamless user experience .
Implementation came with the critical challenge of launching quickly . To address this , Concentrix partnered with MYOB to meticulously analyze existing customer support journeys and develop conversational AI blueprints .
A key component of this initiative was the quick and precise development of a knowledge base .
Concentrix used generative AI to gather and reformat help pages , knowledge repository content , and FAQs , creating reliable content for customers . The process involved several iterations for design , testing , and refinement to deliver results much faster than traditional manual content generation methods .
Creating a comprehensive solution involved more than just integrating complex APIs ; it required close collaboration among stakeholders and departments . This approach unified platforms and ensured users received accurate responses quickly . Concentrix ’ s expertise in project management was crucial to the initiative ’ s success , aligning processes and technology to achieve common goals .
" MYOB MOCA has enhanced our digital-first strategy by improving customer support , accessibility , and connectivity across multiple platforms .”
Emma Fawcett General Manager SME , MYOB
The Result
Transforming complex conversations with advanced AI in 8 months
With the full transformation completed in an ambitious eight months , just in time for MYOB ’ s peak season , MOCA yielded impressive results within the first year . The strategic investment in generative AI not only transformed MYOB ’ s customer support landscape , but also reinforced its digital-first commitment . 57 %
increase in digital support access by customers , highlighting the effectiveness of MOCA in enhancing user engagement .
30 %
reduction in voice calls , reflecting a shift to digital support channels .
10X increase in forum traffic engagement , highlighting the platform ’ s ability to foster community interaction .
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