Drawing from the 120 million conversations that took place within Ada's platform in 2020, this report highlights the top 5 automated cx trends to look out for in 2021 - The Year of the Customer:
Finally! One unified, seamless customer experience
Companies are craving more customer conversations
Digital conversations are happening across multiple social channels
Companies are offering proactive customer engagement
Waiting on hold will become a thing of the past
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"AI and machine learning continue to be the driving forces behind the changes in all aspects of customer service technology."