report
report
27% of UK contact centers and 28% of US contact centers report that they use virtual agents/chatbots to offer self-service to their customers.
But self-service doesn’t begin and end with chatbots. Driven by poor experiences with the live phone channel during the pandemic, many customers have become familiar with using multiple self-service applications, both on the website and on their phone.
With self-service being a major investment priority – along with AI, CRM and omnichannel – this report shows businesses how to serve customers 24/7 while managing their costs and maintaining the customer experience.
“The Inner Circle Guide to AI-Enabled Self-Service” investigates: