New Delhi, Oct. 22 -- By Aurosikha Priyadarshini

When was the last time you dialed the helpline number of a brand and ended up waiting for more than 5 minutes in the telephonic queue? It would be a long time back. Gone are the days when you were forced to deal with customer representatives who were located far from your geographical location. On the other hand, even the automated IVR (Interactive Voice Response) system could not cater to all our needs effectively.

We are now living in an intelligent customer support ecosystem where AI-enabled chatbots are interacting with us smartly. Increased customer engagement through text rather than voice, and self-service has become the new norm.

First let's understand why the IVR and similar sys...