Take Control of CX with a Customer-Led, AI-Enhanced Approach

The feeling of control. A powerful feeling, and often an illusion. And in customer service, this illusion is all too present for consumers trying to self-serve.

According to a recent study, 81% of consumers attempt to self-serve while only 19% want to talk to a human agent. Yet the unfortunate reality is that many in that 81% will find they still need to communicate with an agent because their digital dirigible has sprung a leak. This leads to frustrated and disappointed consumers, and customer service agents often feel the brunt of that frustration.

However, the digital self-service landscape has shifted. Now consumers should hold all the cards. As businesses continue to adapt to the evolving digital era, the integration of AI technologies such as Enlighten Autopilot will play a critical role in driving customer satisfaction, loyalty and long-term success. This new e-book from NICE explores this new customer-led approach and more:

• Conversational Analysis: Autopilot analyzes conversations to identify opportunities for effective self-service
• True Intelligence: Autopilot offers fully conversational resolution of customer service needs, seamlessly integrating with existing systems and channels
• Automation: How to address digital disparities in customer loyalty, identify trends in consumer behavior and more

Download now and find out how to take control of your organization's customer service.