Self-service is rapidly evolving from static FAQ pages, with dynamic and continuous updates of AI-driven experiences that predict customer needs and provide real-time assistance.
In the future, AI-powered bots, including but not limited to chatbots, will handle the broader interactions between channels that provide more intuitive and human-like support. AI doesn't answer existing questions only. Proactively analyze customer interactions via calls, email and social media to identify emerging issues and knowledge gaps when they arise.
Generated AI uses these insights and customer care playbooks to create and update personalized responses that are useful when needed. This makes the self-service content of a typical customer query fresh and relevant without manual intervention. This continuous evolution streamlines the customer journey by reducing frustration and accelerating response times. As more and more routine tasks are resolved autonomously, human agents can devote their expertise to complex cases that require empathy and creativity.
A real-life example is Redi, a conversation assistant powered by Virgin Money, accessible through the bank's mobile app, and was developed with the help of IBM Consulting® AI experts. Since its launch, Redi has had over 2 million interactions with Virgin Money customers, with 94% of those surveyed.2
