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How to Choose an AI-Powered Conversational Self-Service Solution

How to Choose an AI-Powered Conversational Self-Service Solution

1 min read

Even before the pandemic caused long wait times to reach an agent, there was growing consumer interest in using self-service to resolve questions and issues. Now, a Gartner survey conducted in 2021 shows that 71% of customers prefer to resolve their issues without having to contact customer service.1

Self-service can be a win-win for companies and their customers. Effortless self-service experiences increase digital adoption and boost customer satisfaction and Net Promoter Scores, while deflecting interactions from contact center agents.

Given the past failures in self-service and current contact center challenges, it’s more important now than ever for customer experience and contact center leaders to embrace conversational artificial intelligence (AI) for human-like, self-service interactions. With an intuitive, conversational experience, companies can improve self-service completion rates, enhance the customer experience and reduce contact center volumes and cost.

What You’ll Learn in This Guide

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