Analyst Reports, Customer Service

Improve Customer Self-Service Adoption by Automating Knowledge Capture and Curation

How AI-enabled automation is transforming the self-service experience for both customers and support agents.

Customer service leaders at organizations of all sizes have poured investment into digital self-service capabilities to increase call deflection and provide a better customer experience. But analyst firm Gartner still finds that less than 10% of customer service journeys are fulfilled using end-to-end self-service. One key obstacle is poor knowledge management across the service and support organization. This report walks through the top problems service leaders encounter as they invest and optimize in self-service – and the key strategies to mitigate them:

You will learn:

  • Why brands are investing more in customer self-service systems including chatbots and virtual assistants
  • How to mine support conversations and incident reports for reusable knowledge and continuous learning
  • Where recent advances in AI and natural language processing can help in automating customer service

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