As we inch out of lockdown, organisations in every sector are faced with the challenge of predicting what the workplace of the future will look like. How soon can staff return to offices? Will consumer habits developed during the pandemic – notably, an increased reliance on digital channels – endure?
For those responsible for the customer experience, this creates a dilemma around resourcing, and getting the optimal level of staff for unpredictable levels of demand.
In our view, an increasingly viable solution is to use virtual agents, powered by artificial intelligence.