Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. I also made a claim last week about a “self-serve ceiling” that I realize is harder to nail down. So, this is a “balance of forces” question.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Taylor Reach Group

NOVEMBER 17, 2017

Video can enable easier customer authentication, increased emotional connection to customers, provide insight into technical support challenges and allows for more interactive services. Banks are already deploying ITMs (Interactive Teller Machines). 3) The Shift to Self-Service will accelerate.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. I also made a claim last week about a “self-serve ceiling” that I realize is harder to nail down. So, this is a “balance of forces” question.

Customer Service 52

Customer Service Banking Contact Center Call Center 52