With countless ways to use Artificial Intelligence (AI) and analytics to improve your Customer Experience (CX), it’s difficult to determine how to prioritize your technology investments. The use and planned use of AI for CX initiatives has grown by 61% in the past two years. Coupled with analytics, they have become competitive differentiators.
CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume.
Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to the company.
But companies often have challenges establishing a successful self-service strategy. We have conducted research on what makes a self-service success, and will address these issues:
*Why don’t more customers use our self-service knowledge base?
*How can AI virtual assistants improve adoption?
*What are the concerns with using AI in self-service, and how can we hedge against them?
*What should I expect my self-service transaction volume to be?
*What are the benefits of using self-service?
Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the benefits and tossing aside the disadvantages.