The digital customer experience landscape is continually evolving, with AI playing a significant role in helping businesses, including those in the financial sector, build relationships with their customers and set them apart from competitors.
Head of MoData Interactive, Brendan van Staaden says,”Early changes in the application environment saw multi-channel communication taking centre stage where customers could interact using channels such as voice, chat, web self-service, email, and the like,” he added, “Recent changes have seen further evolution, moving these channels from rule based, menu option driven applications to fully fledged automated conversational channels.
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