Self-service has been growing exponentially for the contact center, changing how companies communicate with customers and rerouting the customer experience for the business. While some see self-service technology as growing the distance between customers and the support leg of business, the trend indicates wide-ranging acceptance for this new form of help.
Discover how self-service chatbots help the customer journey and deliver a better experience for both agents and customers.
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Self-service is a form of customer care where there is no need to interact with a live agent or representative, and a customer can take action to solve their own queries. Digital self-service is a blend of customer-initiated interaction technologies that empower customers to service themselves.
Self service often comes in the form of chatbots, leading customers through a series of prompts to find the information they need or complete an action, such as adjusting billing dates, without the need to wait on hold or speak with an agent for a simple solution. There are other service forms for customers to communicate with a contact center, but bots are by far the most popular choice.
Chatbots, or bots, are automated applications designed to interact with the user in a dynamic way, simulating a human conversation as if speaking with an agent. By answering a series of simple questions in a chat, customers can access knowledge bases via the conversation and, thanks to AI, can have more complex conversations and the bots can complete more complex actions. Due to the AI chatbots that have been popularized, and arguably a customer expectation now, the bot can know when to search for an answer to a query or ask for more clarity via follow-up questions, or when the customer needs to speak with a live agent. Bots have become so advanced that it isn’t unusual for them to help complete transactions or perform operations like transferring money, all without a human agent.
There are two series of benefits that we’ll focus on for self-service chatbots, for the customer and for the business:
Self-service chatbots have greatly changed the customer experience while empowering them to control their own journey with your company. Using such software allows for opportunities to help customers in new ways, such as onboarding, and collecting data to not only better their experience with your support center but also to better your services or products.
With Cerium Networks, we provide solutions that are personalized across all touchpoints for customers and the agents who assist them. Discover how we implement self-service and bring its benefits to your company.