From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service
FEBRUARY 20, 2018
While still evolving, AI has demonstrated value throughout the customer journey, enabling proactive customer self-service in the form of conversational platforms aimed at consumers, such as chatbots, IVRs, visual bots , etc. AI has also powered decision support tools, which help human agents present customers with relevant information in real time with the goal of making the best decisions and providing the right information to consumers. Decreased agent workload?