13th Aug 2020

The Inner Circle Guide to AI-Enabled Self-Service

How intelligent automated service fits into the customer contact mix.
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Like so many other technology solutions in the customer contact arena, self-service started off as supporting a cost reduction strategy. DTMF IVR was beloved of the budget controllers but disliked by a large proportion of the customer base which it was meant to serve. Web self-service, with its success or otherwise being judged on the number of calls it avoided, existed in a vacuum, with the static knowledge base and FAQs becoming slowly more bloated and out-of-date, divorced entirely from the world of live customer contact. 

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