Keith Dawson's Analyst Perspectives

Why Intelligent Self-Service Is the Tip of the Spear for CX

Posted by Keith Dawson on Mar 29, 2023 3:00:00 AM

Organizations looking to improve the customer experience and contact center operations should closely examine the processes at work in the front-end self-service environment. Technology advancements are converging at this gateway, including artificial intelligence, chatbots and knowledge management. The front end of the customer interaction offers a greater opportunity for customer engagement than most organizations realize.

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Topics: Customer Experience, Self-service, Contact Center, Knowledge Management, Chatbots, agent management, Intelligent Self-Service, Conversational AI