Without wanting to fuel any conspiracy theories, COVID-19 has been great news for the robot community.

More specifically – and more pertinently – the pandemic has proven the effectiveness of chatbots as part of the customer experience. As contact centres faced up to challenges from every side, with demand soaring at the same time as capacity shrunk due to staff shielding and teams frantically adapting to remote working, Conversational AI solutions repeatedly demonstrated their value.

From assisting with self-service, to enabling customers to get tasks done without the long wait to speak to an agent, “virtual workers” helped many organisations maintain some semblance of their normal service standards under abnormal circumstances.

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