AI-Enabled Self-Service for the Enterprise Global Market Report 2022-2023: Inclusion of AI Technology in Contact Center & Customer Experience Solutions is Driving Innovation in the Service Sector – QNT Press Release

DUBLIN, July 22, 2022 /PRNewswire/ — The “2022 – 2023 AI-Enabled Self-Service for the Enterprise Report” report has been added to’s offering.

Organizations have been compelled to find new approaches to address the explosive growth of omnichannel customer inquiries arriving in their contact centers and service departments. This has given rise to the self-service transformation, which customers have embraced, and increasingly prefer. The future of intelligent virtual agents (IVAs) and intelligent automation will present unprecedented opportunities to reimagine the service experience.

Concierge Self-Service for Customers and Agents

Intelligent virtual agents are already demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers. Customers are delighted to interact with an intelligent self-service solution that recognizes them, knows the context of their contact history, fully handles most requests, and discerns when to transfer them to a live agent, if needed.

Today’s IVAs are meeting those challenges, as they are conversational and responsive to …

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