Customer self-service capabilities have been helping manage workload in contact centers for decades. IVRs have been automating self-service since the 1970s. Improvements in search engines have given customers direct access to knowledge base systems to conduct their own troubleshooting and problem-solving. These and other tools have been running alongside the contact center workforce for many years, giving the contact center a much-needed reprieve in headcount requirements. In today’s world, the newest self-service gadget is the “bot”.
December 15, 2021