To meet demand at scale, MYOB launched MOCA (MYOB’s Online Chat Assistant), a conversational AI layer designed to resolve customer queries in real time and orchestrate support across its ecosystem. By integrating data and content from help pages, account systems, learning platforms, and community forums, MOCA unified previously siloed support journeys into a single digital entry point.

Through MOCA, customers can:

• Initiate support conversations instantly via web channels
• Access contextual answers based on their account and query histor
• Discover relevant learning content, courses, and community solutions

To accelerate readiness for launch, MYOB worked with Concentrix to operationalize MOCA at scale. Together, teams:

• Mapped and simplified customer support journey
• Designed conversational architectures and AI interaction models
• Applied generative AI to structure and scale knowledgebase content
• Aligned people, process, data, and technology into a unified delivery model

To meet aggressive timelines, MYOB and Concentrix used generative AI to rapidly compile, structure, and standardize knowledge content, reducing production cycles from months to days while maintaining accuracy and consistency. Building and deploying MOCA required more than system integration. It involved coordinating multiple stakeholders, aligning workflows, and embedding new ways of working across teams, ensuring the solution could operate effectively at scale from day one.

Rather than adding capacity, MYOB reengineered how support is delivered—embedding AI into the flow of operations.