Case Study: MYOB boosts digital support and cuts voice contacts with Concentrix’s AI-powered MOCA

MYOB boosts digital support 57% with Concentrix

MYOB, an Australian provider of business software, faced a fragmented customer support experience with disconnected platforms and inconsistent answers. As demand surged, they needed to absorb a growing wave of customer inquiries without increasing support costs. They partnered with vendor Concentrix to address this challenge.

Concentrix helped MYOB build and operationalize MOCA, a conversational AI assistant that unified support into a single digital entry point. The solution integrated generative AI to rapidly scale the knowledge base. This resulted in a 30% reduction in customer voice contact volume, a 57% increase in digital support adoption, and a 152% growth in chat interactions, allowing MYOB to scale support capacity without expanding its footprint.

MYOB