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sorting through the hype

Within the broader domain of Customer Experience (CX) technology there has perhaps been no greater technological advancement than self-service products and solutions. The dizzying pace of innovation - artificial intelligence, chatbots, machine learning, autonomous service - is enough to leave any CX practitioner feeling overwhelmed. Coupled with the fact that self-service initiatives are often high-visibility and high-priority projects, the risk of a failed implementation always looms large.

It isn’t just about de-risking the technology. Thanks to unprecedented hype - over promising and under delivering - Consumers are wary of self-service solutions. While the nefarious “phone tree” (IVR) certainly takes some of the blame, customers are growing increasingly frustrated with poor chatbot solutions. In fact, according to Forrester, 54% of US online consumers believe that interacting with a chatbot will have a negative impact on their quality of life.

That being said, modern consumers want to self-service if they can do so in an efficient and effective manner. After all, self-service done right can be the lowest effort channel available to a customer. A Zendesk survey shows that 91% of consumers would like to use self-service solutions to find the information they’re looking for!

About Jacada

Jacada’s automation expertise and IP within customer service operations continues to deliver end-to-end customer service automation solutions to global enterprises helping them move further down an autonomous CX path. From guiding the contact center agents and automating their manual tasks to fully automated customer self-service solutions, Jacada automates interactions while improving customer experience.

Supporting all channels and systems deployed in high volume contact centers to low volume call centers, Jacada customer service automation solutions are designed to improve customer self-service and agent-assisted service. Each solution can be deployed as a standalone or incorporated as part of a suite through the Robotic Automation & AI Hub we refer to as “Interact.”

As a leader in customer service and contact center solutions, Jacada’s award winning solutions enable organizations, all around the world, to provide the absolute highest quality of service for their customers.

decision guide self service

Decision Guide for Intelligent Self-Service

This guide aims to help with formulating your self-service plan and to understand the state of the industry, navigate pitfalls and show how to roll out self-service projects while also minimizing risk.

[About the author]Dylon headshot Dylon Mills is the Director of Marketing Content Strategy & Development at Jacada. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Jacada’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.