From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service


Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative. You may not realize it, but every time you change your password, track a package, or pay a bill without calling the company for assistance, you are performing a self-service task. Drivers for customer self-service.

How Will Virtual Agents, Robots, RPA, and New Technology Impact Your Contact Center?

West Monroe

These intelligent agents are making our lives so easy. Yes, life has changed and so have customer’s expectations. Customer experience comes down to your perception of your interactions with a company. Fewer people are picking up the phone to interact with a company, and companies are putting an emphasis on self-service. Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature.


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Customer Self-Service: Pros, Cons, Examples


Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses.

How Artificial Intelligence Will Shape Customer Service in 2022 and Beyond

CSM Magazine

AI-powered personalization helps organizations to boost consumer engagement, loyalty, revenue and gain a more complete understanding of their customers – all in real-time. Much More Proactive Service. 24-hour Service. Customer Service Articles

How to Create a Patient-centric channel deployment


Therefore, convenient and patient-centered experiences are required to meet expectations, like self-service scheduling, billing, and appointment reminders. . Or you had to repeat your reason for calling to multiple different agents? Improve Agent Productivity & Engagement.

100+ Customer Service Statistics & Facts of 2019

ProProfs Chat

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web.

6 Ways to Take the Lead in Customer Self-Service

Tricia Morris

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. Leaders in customer self-service are starting to bridge that satisfaction gap in six key ways: 1. Increasingly important is a mobile-responsive self-service offering.

Are you Underestimating the Importance of a Customer Service Experience Improvement Plan?


If you’re looking to improve your customer experience in 2017, you’re not alone. Yet now, according to Brooke Boyarsky from McKinsey&co “Almost every successful company recognizes that it is in the customer-experience business.” Improving your CX leads to satisfied customers, which in turn reduces churn, saves money and increases profits. Delighting Customers and Empowering Employees. Firstly, they focus on delighting their customers. Virtual Agents.