Customer service has become even more critical during the Covid-19 pandemic, as businesses strive to keep up with the increase in demand.

This has led to the acceleration of a number of trends, such as automation within customer service, often in the form of chatbots or voicebots.

In times of crisis, of course, customers also crave empathy, meaning businesses need to strike the right balance between automation and human communication. This is something that I recently discussed with Pranay Jain, the CEO of Enterprise Bot, "a natural language processing-focused company, working with large enterprises to automate their contact centres.”