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  • Ram Agarwal

How Your Business Can Effectively Implement Smarter Self Service

By: Ram Agarwal on July 21, 2021

5 min read


Self-service has placed the customer in control of their experience, and call centers are left to handle only complex and unusual requests. Businesses are constantly rethinking customer service to drive self-service. Websites are the foundation of customer self-service. Customers visit, explore, purchase, and can self-serve without much interaction with a human.

Now customers have the freedom it is the business's responsibility to ensure consistent service and respond in the manner the customer expects. That is why self-service chatbots and conversational AI is more crucial than ever before.

Why Implement a Customer Self-Service Strategy?

Self-service lets users access information and perform routine tasks at their own pace, without having to call for help. The process can be made easier with a knowledge base that utilizes AI automation. Businesses with robust customer self-service channels have dramatically reduced service-related departures.

When potential buyers cannot find answers to their questions or concerns it can lead to poor customer engagement. To comply with buyers' growing demand for self-directed customer support, companies need to invest in conversational AI chatbots.

Implementing a good customer self-service strategy can result in increased customer satisfaction, and consequently retention. Self-service AI chatbots can reduce bounce rates, drastically reduce customer ticket volume, and dramatically lower the overall marketing and customer service costs.

How can AI be beneficial to your self-service strategy?

AI-based chatbots are the fastest-growing self-service customer support channel. Automated chatbots are expected to outgrow all other customer service channels. 85% of customer service interactions are likely to be automated. AI is a machine's ability to learn from past experiences and interactions, allowing it to perform increasingly complex tasks over time.

Using Conversational AI, websites can evolve from communicating with customers to optimizing their interactions, such as finding the correlation between a problem and a solution. AI chatbots offer powerful capabilities that can completely transform your entire customer self-service strategy.

In the early days of self-service, companies deployed static channels such as FAQs, tutorials, and knowledge bases. AI in customer service expands the scope of these self-service capabilities. More than 70% of consumers prefer self-service to resolve issues themselves since it takes less time and effort. Businesses realize that investing more in artificial intelligence and other self-service tools will be an effective solution. And it is just the right time to implement them.

AI Technology is more appealing to Millennials, and Generation Z. Consumer demographics are rapidly shifting in their favor. By providing automated solutions that are more intelligent and proactive, you can reach a broader audience. AI is changing the way that customers perceive self-service technologies, as they become easier to use.

It offers some high-level benefits for both customers and businesses when self-service AI chatbots are deployed. They offer around-the-clock availability, simpler issues that can be resolved rapidly often resulting in higher customer support rep job satisfaction. With the right Self-service technology and resources, your support interactions will cost less.


Consumers today are demanding, expecting businesses to be available 24/7, and wanting control over the way they interact with organizations. In order to meet these demands, contact centers must stay within budgetary constraints. A self-service is an option to address customer expectations while remaining fiscally responsible.

Self-service can respond to simple to moderate requests faster with AI. This offers time to the customer support team to handle requests that require human intervention. It is possible to provide outstanding customer service using both human and AI chatbots, rather than playing them off against each other.

If a self-service channel is not sufficient, customers tend to revert to phone support as the next step. A live agent must respond to a relatively complex query. Additionally, a fraction of customers believe that calling and talking to an agent can solve their issue faster in comparison to the process of self-service.

Similarly, AI Chatbots offers enriched customer interactions with their instant availability to respond faster to repetitive queries with personalization, has the ability to multitask, and boost loyalty among customers.

Optimizing AI chatbots for customer service

The needs of customers will differ according to the stage of the journey they are in. Therefore, the transition from automated to human interaction should be managed in a way that minimizes customers' repetition of actions. It is important to offer the right experience at the right time.

Customer service can be improved by conversational AI chatbots when they are equipped with the capability to understand what the customers are saying. With artificial intelligence and natural language processing, chatbots can be given the capabilities and data knowledge they need to respond accurately and consistently. This way companies can optimize their customer support channels for high-quality customer service and experience dramatic improvements in multiple key performance indicators.

How Genesys dX can redefine your customer self-service?

Genesys DX is a versatile AI-powered platform offering businesses unique customer service opportunities. It facilitates digital customer engagement and availability across all channels through one integrated system. Making it easier for your customers to find answers on their own and for your team to step in when help is needed.

GTS powered by Genesys DX can help you scale your customer self-service with personalized experiences approaching all customer touchpoints with AI-powered insights. Stay a step ahead of your competition and guide your customers to real-time actions, driving efficiency and business performance at lower costs.

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