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                  Intelligent Self-Service

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                  By 2027, 90% of customer interactions will combine automated conversational self-service and live agents, reducing costs, time and enabling agents to focus on high-value interactions.
                  Keith Dawson

                  Keith Dawson

                  Director of Research
                  Customer Experience

                  Managing an organization’s front door through automated conversations

                  Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Intelligent Self-Service tools and processes impactful to your organization. Consider these insights as you look to assess and improve your Intelligent Self-Service efforts.

                  Definition

                  Intelligent self-service is the process of responding to customer inquiries using automated conversational systems that deflect routine interactions away from expensive agents and provide better background and context to agents for the interactions they do have to handle. This includes conversational AI and chatbots that interact smoothly with customers, as well as the knowledge resources used by those systems.

                  Research Fact

                  It is critical to provide accurate information to customers on a timely basis; 48% of organizations say that slow responses negatively impact customer satisfaction, and 41% cite answers that are inconsistent across touchpoints.

                  Best Practice

                  Organizations should incorporate as many relevant stakeholders as possible in CEM decision-making processes, including service, sales, and marketing team leaders.

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                  Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

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                  Advisory through our proactive and informed expert advice and insights for optimization of decisions through our ISG Research On-Demand service designed for value every month of the year.

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                  Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

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                  Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

                  Our Latest Research Let's Get Started

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                  We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.