The Trend to Text Messaging in Call Centers

The majority of our clients it still take voice calls right there's certainly when you look at the the plots the move to digital to chat is happening. As that trend happens he says this is going to change how AI works and the sorts of problems we have to face. One thing in particular for digital is agents often deal with more than one issue at a time on voice they don't they're talking to one person at one point whereas on digital they might be dealing with two or three issues at a time. This just increases the amount of context switching and cognitive load that the agent is going to have It can play an important role in trying to reduce that but also interesting in this space is it