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what is the motivation for companies to adopt self service

Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include:

the components of intelligent agent engagement

While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency.

what is contact center agent engagement and how is it changing1

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span both channels, multiple times.

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.

sorting through the hype

What is the motivation for companies to improve their assisted service?

The strategic importance of investing in the Customer Experience has led organizations to improve all aspects of the customer journey. While the self-service channel is being prioritized in part due to customer demand and in part due to cost advantages, companies are being driven to take a renewed look at agent engagement due to a number of factors:

what is intelligent self service

Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it. The highly structured classification and prescriptive knowledge bases are being replaced (or fronted) with virtual customer assistants (VCA’s) or chatbots. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives. Automation technology, often thought to be the exclusive domain for organizational automation, is now being utilized to assist customers.

sorting through the hype

Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while most RPA adopters are still tinkering with projects and not progressing towards enterprise scale adoption. Indeed, if there is one thing this tells us when it comes to enterprise RPA, is that it is not nearly as easy as the hype suggests. The problem doesn’t seem to be with the technology itself, so why are there such a large number of businesses that are, at best, slow to fully benefit from RPA software?

sorting through the hype

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is the results of four recent VOC RPA surveys… all in agreement on one frequently overlooked red flag, RPA is not scaling.

why enhancing your conversational assistant is so difficult1

Numerous discussions with Artificial Intelligence and Machine Learning experts have revealed why making enhancements to conversational assistants is such a challenge. Well-known companies have shared, and this is what I’ve learned from the largest and most innovative.

The Rise of Customer Service RPA

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight. Automation can also assist agents who deal with a common contact center problem of having to juggle multiple systems and applications during live customer interactions. Thankfully, robotic automation has come of age. Let’s explore this critical technology and how it can help customer service.

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