| | JUNE 20218Thanks to COVID-19, 85 percent of global companies have accelerated digitization, and 67 percent have accelerated automation. With the rollout of vaccines, 2021 holds the promise of being less disruptive and many businesses are cautiously optimistic about a possible return to "normal."How soon that will be, we cannot say for certain. What we can do, however, is to discuss how the post-pandemic workforce may operate in India.Live Support Becomes More ImportantProviding your client with empathetic support during the transition is critical. 2020 saw us increase our reliance on chatbots out of necessity. We'll continue to use bots in 2021 but will also have to improve service delivery.Ironically, 80 percent of clients prefer dealing with a real person over a chatbot. To improve the customer experience in 2021, we'll require a hybridized solution for client support. Companies that excel will use a combination of pre-chat bots and real people.Chatbots Will Enhance the Customer ExperienceBots will become more sophisticated and move beyond a merely supportive function. Most automated chat software now focuses on answering client questions and making recommendations.In the future, they'll take a more active role in client administration. Bump, the Cloudnine Group of Hospital's bot, is a prime example of what to expect.The chain focuses on fertility, childcare, and maternity and introduced Bump to assist pregnant women. The AI-based engine searches the client's record and populates the details of relatives who use the same telephone number. The app currently allows patients to book appointments and optimize their diet.Together Again? How Will The Post - Pandemic Workforce Operate In India?BY CEO INSIGHTS TEAMIN FOCUSTHE CHAIN FOCUSES ON FERTILITY, CHILDCARE, AND MATERNITY AND INTRODUCED BUMP TO ASSIST PREGNANT WOMEN
< Page 7 | Page 9 >