As we know, contact centres are underwater everywhere (as SNS24 in Portugal).
The idea is to create a chatbot for FAQs that allow people to quickly get relevant information.
We can use OutSystems.AI chatbot, integrated with the QnA service and integrated with some oficial knowledge bases (example: https://www.ecdc.europa.eu/en/novel-coronavirus-china/questions-answers).
Unanswered questions can be listed in a page, to be reviewed and added to the knowledge base, to make the chatbot smarter and smarter.
The chatbot could then be highly improved if we allow humans to enter the loop and make the experience even smoother.