The trend of automation of call centres

Decision science and predictive analytics can enable businesses to make the most of all available data to anticipate customer needs and prescribe the best action.

Adopting machine learning to enhance not just the accuracy of models but also drive efficiency is critical to amplify a key asset - the analytic team – and stay competitive.

While a contact-free period makes sense from a customer experience point of view, a balance needs to be struck between this and fraud detection and prevention.