“Humanize” customer support experiences by providing personalized & contextual solutions for every need.
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There are over 1.6 million driver-partners who work at Grab (2020 data).
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Allow customers to find contextual solutions in time with increased brand trust.
They can't easily find Help Centre articles to solve their problems.
As a result, the majority of DAX who report issues use voice calls as their preferred support channel and this lacks the intervention an article can provide to reduce our Customer Experience contacts through prevention or automation.