The pandemic has drastically changed the way buyers and retailers transact. Shopper expectations have gone through the roof and they have shown a clear preference for online-first experiences and brands that accelerated digital transformation. In fact, they haven’t hesitated to abandon brands that couldn’t keep up. And with the rising demand for great customer experience, the verdict is clear - go digital or go bust.

So, how do we work on delivering better customer service?  A strong AI with a clever Knowledge Management tool is the key. When these two silos work together, it results in better agent productivity, improved customer service, and an amazing customer experience.