Skip the call centre and get answers instantly

Customers still wait on hold in 2026

It’s 2026, and we still hear the same message: “We are experiencing high call volumes, please be patient. You are number... 3... in the queue. Your waiting time is approximately... 2... minutes.”

This experience exists solely to manage customer expectations. And yet, as you inch closer to the front of the queue, a new anxiety sets in - 'I hope they don't have an AI expecting me to say what my problem is', 'what if the call drops', or 'what if I choose the wrong menu option'.

Getting to this point in the evolution of call center technology has been an iterative, incremental journey, one focused more on treating symptoms than solving the root causes.

From Walk-in Support to Voice-call Support

The first recognised customer call center was established in 1965 by Birmingham Press and Mail in England. They were the first to use a PABX which enabled automatic call distribution.

Call centers spread rapidly, especially in banking, travel, and telecommunications. In the 2000s, email, chat, and social media were added to voice channels to create omnichannel contact centers.

Artificial Intelligence (AI) first entered call centers in the 1990s through Interactive Voice Response (IVR) systems — best known by their 'Press 1 for…' menus. These were rule-based, not intelligent, and many are still in use today.

By the 2010s, AI-driven analytics enhanced call center operations through predictive call routing, sentiment analysis, and speech analytics.

In 2016, conversational AI changed the game. Advances in natural language understanding enabled chatbots and virtual agents to hold human-like conversations.

Now, in 2026, new AI enabled solutions are frequently released. Most often the goal of these solutions are to empower the call center agent with an assistant that are available 24/7. The overarching strategy is however still a centralized client service and support center.

Molo Online believe the future of client service and support is decentralized and distributed. This is possible with Molo.Card, Molo.Content, and Molo.Chat — a unified platform providing businesses with a universal entry point for client engagement. Prospecting, sales, support, and other customer-related business processes can all be facilitated on the Molo Platform.

The 'Contact Us' Conundrum

Businesses inform their clients in many ways how to engage with them. Clients may have either a personal relationship with a dedicated support contact, or a business relationship through the products or services they consume.

For personal relationships, business cards and email signatures remain the most common method for sharing contact information. For product or service relationships, customers typically receive a welcome pack detailing who to contact for what, via which channel, i.e. email, call center, web chat, in-app chat, social channels, or video calls.

It’s time for change!

Through current technology and connectivity embedded into Molo, no business or person have to publish an email address or phone number anywhere in the public domain. The Molo Platform integrates social platforms, contact links, QR codes, and email into a single, flexible engagement experience for both personal and business relationships.

The Molo Experience

With Molo, businesses and employees no longer need to publish email addresses or call center numbers on their websites, newsletters, statements, email signatures, or social media pages.

Instead, customer-facing employees use Molo.Card and Molo.Content to engage with prospects and customers. The philosophy behind Molo.Content is to present content with a powerful call-to-action that entices prospects and customers to engage directly.

While many businesses have introduced Chat capabilities as an additional channel on their websites or apps, Molo believes that all customer interaction with a business should happen in Chat. Molo.Chat enables 24/7 availability, in any language, with AI-driven escalation to the right person when necessary.

Another unique feature of the Molo Platform is that Molo.Chat can be embedded within Molo.Card and Molo.Content, allowing every customer facing employee to extend chat-based service and support to the customer base.

In short, Molo enables a consistent, digital engagement experience across all touchpoints (sales, service and support).

Implementing the Molo Digital Engagement Philosophy

When someone asks, 'What’s your email address or phone number?', it’s second nature to answer and that’s why most people and business still publish this information freely.

The Molo Platform changes that behavior. It provides employees with digital engagement entry points, such as call-to-action buttons ('Get in Touch', 'Contact Me', 'Ask Now'). An employee’s email signature, for example, would replace the phone number and email address with a 'Contact Me' link that opens their Molo.Card page.

Implementing digital engagement is technologically simple, but it requires thoughtful change management to shift operational habits.

It’s Possible Now

The Molo Platform is ideal for businesses seeking to digitally transform their customer engagement experience. Molo.Chat can perform all the functions of a call center agent; answering product questions, explaining benefits, or providing product details. With customer data integration, Molo.Chat can deliver personalised answers, and by extending integration into back-office systems, it enables a seamless, end-to-end conversational experience.

With Molo, your customers can skip the call center and get answers instantly.