Delivering Intelligent Self-Service that Delights Customers

Introduction

Self-service technology has been revolutionized by AI and ML, giving companies the opportunity to enhance the experience for prospects and customers, who are increasingly interested in utilizing these solutions. As companies expand the number and type of channels they support, they should draft an omni-channel servicing strategy that includes self-service options. Even if enterprises have an IVR that is displacing a large percentage of calls today, the new generation of IVAs can do much more to fully resolve a wider variety of issues and reduce customer and employee effort.

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