Customer care: How the bot army will shrink the outsourcing pie
“While customers can choose different modes of contact—touch (in a branch), type (on the website), tap (chat banking on WhatsApp) and talk (call the contact centre and interact with the voice assistant)—we see an increasing preference for digital self care,” said Anjani Rathor, chief digital experience officer, HDFC Bank, pointing at the increase in such … Read more