Here’s another take on how to maintain business innovation, reduce costs and increase customer satisfaction while not firing staff or adding additional headcount.

It’s built around becoming an intent-driven business, where there are two major shifts:

1. Transition expensive, archaic customer service contact methods, like long phone calls, email, and others to a more natural experience. This reduces cost per contact in half which drives down OPEX while dramatically improving NPS because customers are happier not waiting on hold or self-servicing in an ineffective IVR or app.
2. AI and ML support your employee base, particularly your contact center agents making them super agents. This allows you to shift automation from an IT function to a business and operations-led function to scale great consumer experiences quickly.

https://medium.com/@BrandonTechExec/how-to-maintain-business-innovation-during-a-global-crisis-1fa49dc61b95