How automation can empower customer service
Cash App used automation and machine learning technology to resolve customer disputes in real time
12/20/2022
Cash App worked toward CX personalization by leveraging machine learning to analyze voice of the customer data.
During this session at CXN Live: CX Financial Services 2022, Joshua Tye, senior customer operations lead at Cash App and a CX Network Advisory Board member, revealed how the team behind the finance app was able to improve customer support capabilities across multiple channels and offered his experience of scaling omnichannel capabilities.
Tye explained that Cash App was able to resolve customer disputes in real time by implementing machine-learning technology to enable a better understanding of customer experiences.
