In an uncertain environment, with most companies fielding a remote workforce, customer engagement and rapid response could suffer. To overcome these new challenges, brands are moving to establish extreme self-service systems, underpinned by automation and AI-enabled bots.
This is according to customer engagement software specialist Freshworks, which is set to stage a webinar on AI-enabled CX in South Africa this month.
Freshworks, in partnership with ITWeb, will host a webinar entitled Then vs Now: Customer service in the post-COVID era, on Thursday, 25 June. The webinar will give expert insight into how CX has changed and how brands can deliver service excellence in a disruptive environment.
Customers are anxious to get answers to their queries faster than ever and due to limitations on movement they are seeking their answers via digital channels. Meanwhile, brands are challenged by budget constraints and managing remote workforces.
Freshworks notes that AI-powered bots can help brands achieve deflection rates of as high as 70%, so they can manage increasing call volumes without increasing staff headcounts.
The Freshworks webinar will reveal the findings of a Freshworks-ITWeb survey on AI in CX in SA. It will outline what changes brands can expect in the post-COVID era, with the strategies and solutions to evolve customer engagement.
Sooraj Kumarr, Freshworks senior solutions engineer for mid-market and enterprise across MENA, will share his experiences in helping businesses across South Africa deliver impactful customer experiences, providing an overview of the Freshworks solutions.
For more information about this virtual event, click here.
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