Managing an organization’s front door through automated conversations

Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Intelligent Self-Service tools and processes impactful to your organization. Consider these insights as you look to assess and improve your Intelligent Self-Service efforts.

Definition

Intelligent self-service is the process of responding to customer inquiries using automated conversational systems that deflect routine interactions away from expensive agents and provide better background and context to agents for the interactions they do have to handle. This includes conversational AI and chatbots that interact smoothly with customers, as well as the knowledge resources used by those systems.

Research Fact

It is critical to provide accurate information to customers on a timely basis; 48% of organizations say that slow responses negatively impact customer satisfaction, and 41% cite answers that are inconsistent across touchpoints.

Best Practice

Organizations should incorporate as many relevant stakeholders as possible in CEM decision-making processes, including service, sales, and marketing team leaders.

 

 

 

Our guidance on Intelligent Self-Service provides advice on how to embrace technology effectively. If you are ready to learn more about how we can help your efforts in Intelligent Self-Service, check out our research below or reach out to us directly, and get started on your journey to excellence.

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