What Is Self Service?
In customer service and contact centers, self-service refers to systems and processes that enable customers to resolve their own issues, without the assistance of a human agent. This may include interactive voice response (IVRs), knowledge base articles, and AI bots or virtual agents that help customers resolve simple, transactional issues.
Benefits of Self-Service
Self-service provides numerous benefits to customers and contact centers:
Reduces or eliminates wait time
Provides customers fast, easy solutions
Frees agents to focus on more complex issues
Reduces contact center costs
Image
