How AI and advanced self-service are changing the face of customer support
Web and phone self-service are attractive options for most service operators. That’s clear when you consider that the cost of facilitating a web self-service interaction is negligible and the average cost of a self-service phone session is just 65p (compared to £3.87 for a live agent call and £3.00 for a web chat).
However, it’s not always as effective at delivering great customer experiences (CX) as a live agent service. While it’s...