How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs.

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Marks & Spencer offers high quality fashion, award-winning food and stylish homeware. Founded more than a century ago and with 1463 stores across 57 countries, they are one of the UK’s leading retailers. The modern-day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve. Whilst IVR used to be limited to DTMF, recent advancements in natural language processing technology mean that businesses can offer faster and simpler ways to engage customers.

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How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs.

How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs.

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