Customer self-service: How AI is changing the game
CSM Essentials Guide: Customer service morphs into self-service
Amid predictions by Gartner that 15% of all customer service interactions by 2021 will be handled completely by AI, service and business leaders feel the pressure to adopt digital technology -- including self-service platforms -- to scale resources and enhance the customer experience, according to the Gartner 2019 Agenda Poll.
Yet many respondents to the poll also reported difficulty with managing AI technologies.
Read the 3 articles in this handbook to learn about the benefits and drawbacks of customer service AI and other self-service platforms, as well as:
- What works with self-service
- Why self-service options can fail
- Where improvements need to be made