Executive Summary Intelligent Self Service Contact centers are pivoting from offering primarily human-assisted service to relying heavily on customer self-service for routine inquiries. Customers have long had options to help themselves with simple tasks like account lookup or order status checks. As information resources became more widespread, customers became accustomed to proactively looking...
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Topics: Customer Experience, Contact Center, Intelligent Self-Service, Business-focused Software and Services, Customers and CX - Business & Technologies
