How AI Can Enable Support Teams in the New Normal

Covid19 has changed the world we live in. We shop and work differently. Companies have changed their ways of operating. Businesses have been transformed to ensure employees and customers are safe. Our processes are leaner and more orientated towards digital tools. Teams found a new way to collaborate and because we need to stop the spread of the virus, we communicate more frequently with online tools. This is what is called digital transformation. Covid19 has allowed this process to be done much more rapidly because during confinement online usage has increased. When offices were moved to homes, processes and management had to follow the trend. Thankfully, digital progress such as Artificial Intelligence has allowed companies to optimize their operations. Artificial Intelligence has been around since 1950 and it has created a lot of questions about its benefits. Some people have feared losing their jobs when others have seen the power to augment human capabilities. The augmentation of human capabilities is clearly demonstrated by using bots for customer support and customer experience. Agents are still in charge, but they are helped by AI fueled bots that manage the mundane aspects of the job.  

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