Bots take over call centres as firms chase efficiency

Customer service which has for long been synonymous with long queues, IVR loops and endless call transfers, is being recast by artificial intelligence. Across sectors, companies are deploying chatbots, voice bots and AI-driven assistants to improve speed, accuracy and efficiency, while also cutting costs. From e-commerce and airlines to banks and D2C brands, AI is fast becoming the first point of contact for consumers.