Gartner: Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities
Improve Digital and Self-Service Capabilities
With customer care centers running at reduced capacity and request volumes running high, customer service leaders find the benefits of deploying digital experience and self-service automation to scale support and be resilient to the unprecedented challenges of a pandemic.
According to Gartner, “By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.”
In this report, we believe you’ll learn how to:
- Address customer service challenges of COVID with Gartner’s six-step action plan
- Utilize automation technologies to offload high call/ticket volumes to self-service
- Drive the organization to become a more mature digital customer service operation
Download Gartner’s latest report to see how solutions like Aisera’s AI Customer Service can help soften the impact of high request volumes with end-to-end self-service to boost agent productivity while enhancing customer experience.
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Aisera offers the world’s first AI-driven service experience solution that automates operations and support for IT, Sales, and customer service. We help businesses and customers achieve success by offering consumer-like self-service resolutions to users. Our solution AISM combines conversational AI and RPA to deliver end-to-end automation of tasks, actions, and business processes.
Gartner Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities, Olive Huang, Brian Manusama, 7 Apr 2020.
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