From Knowledge Base to Virtual Agents: The Shift to AI-powered Self Service
TechSee
FEBRUARY 20, 2018
In fact, according to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. In the early days of self service, companies implemented static channels such as FAQs, how-to videos, troubleshooting guides, and knowledge bases. Is it cost reduction?
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