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The Future of Self-Service: Virtual Assistants, Speech Recognition and the Internet of Things




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The history of the Internet has been a story of personal empowerment. Today, empowered customers are more than happy to resolve problems for themselves, valuing the convenience, speed and anonymity offered by self-service. In 2015 Forrester Research Inc. indicated that "Web self-service interactions overtook all other channels. For the first time in the history of our survey, respondents reported using the FAQ pages on a company’s website more than speaking with an agent over the phone."

The future of customer service is thus quite clearly self-service. However, what is the future for self-service itself? Read this executive perspective to find out how developments in Virtual Assistants, Speech Recognition and the Internet of Things (IoT) are inextricably linked to the future of self-service.

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