The self-service arena is the new battlefield of the customer experience. Consumers are much savvier and expect quick service while on the go. Many businesses are responding with self-service solutions that offer automation capabilities and frictionless service. Since many customers are time-challenged, they demand superior service at their preferred time and place.
Experience matters more than cost here. Customers don’t want to have to remember PINs or passwords. Moreover, they don’t want to wait long for an agent. Artificial intelligence and robotic process automation (RPA) are playing a pivotal role as “super agents,” meeting customers’ evolving needs so human team members can focus on more complex tasks.