Customer self-service: How AI is changing the game

CSM Essentials Guide: Advanced self-service platforms open new customer frontiers

Cover

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
Vendor:
ServiceNow
Posted:
24 Jan 2020
Published:
24 Jan 2020
Format:
PDF
Length:
18 Page(s)
Type:
eGuide
Language:
English
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