Self-service is no longer simply about deflecting contacts, it is becoming the foundation of the customer service experience. AI is fundamentally changing what customers can expect from it.

New CCW Digital research reveals that organizations expect the share of customers beginning in self-service will rise to 77% by 2030, while the share of those interactions fully resolved through self-service is expected to increase to 74%. 

At the same time, 71% of organizations believe that more than half of the inquiries currently handled by humans could already be resolved through self-service given the right capabilities.

So what is holding that potential back, and what will it take to unlock it?

In this analyst chat, Brian Cantor, Managing Director of CMP Channels and Brooke Lynch, Lead Analyst and Divisional Director of CCW Digital, explore how AI is moving self-service beyond basic automation toward a more intelligent model of customer engagement. 

They will also discuss:

• How the business case for AI is evolving
• The foundations that make intelligent service possible
• A deeper look at what the modernized experience actually looks like