Building digital assistants to help customers is becoming an industry requirement, so companies should start soon if they don't already have one.
Staying ahead of key trends can be key in helping companies create a personalized customer experience. Here are five key trends that will shape customer support in 2020.
For years, investments in the voice channel have taken a backseat to digital. But thanks to the rise of IoT devices and AI-driven conversational experiences in the consumer realm, organizations must rethink the role of voice.