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Automation can facilitate customer service or replace it entirely. A popular type of automated customer service is done through artificial intelligence (AI). The customer benefit of AI is the feel for chatting with a live agent through improved speech technologies while giving customers the self-service benefit. [13]
The intention is to maximize average revenue per user, decrease churn rate and decrease idle and unproductive contact with the customers. [43] [44] [45] Growing in popularity is the idea of gamifying, or using game design elements and game principles in a non-game environment such as customer service environments.
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Self-service is the practice of serving oneself, usually when making purchases. [1] Aside from Automated Teller Machines (ATMs), which are not limited to banks, and customer-operated supermarket check-out, [ 2 ] labor-saving which has been described as self-sourcing , there is the latter's subset, selfsourcing and a related pair: End-user ...
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