The Inner Circle Guide to Self Service

37% of UK contact centres and 22% of US contact centers report that they use virtual agents / AI-enabled chatbots to offer self-service to their customers, with these figures growing rapidly. 

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 Self-Service” investigates: 

• The uptake of virtual agents / chatbots and their effect on service costs and performance

• Businesses’ current use and future plans for self-service

• How to develop a successful self-service strategy and prove ROI

• What’s driving customer preference and uptake of automated service

• The impact of AI and what will self-service look like in 5 years’ time.  

UK and US editions. 

Free to download.