How AI and advanced self-service are changing the face of customer support

(c)iStock.com/ThomasVogel

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...

By William Gray, 27 September 2016, 0 comments. Categories: Advertising Technology, Customer Experience, Data-driven marketing.