-->
Customer Self Service

Customer self-service solutions allow end users to access information and perform routine tasks without requiring the assistance of a live customer service representative. See below for the latest customer self-service news, trends, and solutions.

Features

2024 Vertical Market Case Studies: A Speech Technology Special Report

A look at how speech technology solved real-world problems in seven industry sectors.

2024 Vertical Market Case Studies: Speech Technology in Financial Services

Verint Speech Analytics saves money for Premier Bankcard.

2024 Vertical Market Case Studies: Speech Technology in Hospitality

Golden Nugget is handling customer calls with PolyAI virtual assistants.

2024 Vertical Market Case Studies: Speech Technology in Waste Management

Republic Services hauls in employee improvements with speech analytics.

Industry Voices

The CX Industry Must End Impossible Voice Response

With the right strategy, impossible can become inviting when it comes to IVR interactions. (Featured on SmartCustomerService.com.)

Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

AI Voice: Working with, Not Against, Humans

Companies can leverage automated voice in new ways, building fuller, more authentic connections with their audiences.

Conversational AI Is Finding Its Voice

The future of multilingual support lies with conversational artificial intelligence.

Columns

Making Self-Service More Intelligent

Generative AI is leading to vastly smarter and more capable bots.

Are the Brakes About to Be Applied to Speech-Enabled AI?

AI in the contact center has proved useful, but privacy issues loom.

Analytics Continues Its Charge Beyond the Phone

Companies are gaining even more actionable business intelligence by deploying artificial intelligence and natural language processing engines to customer conversations in multiple digital channels.

Large Language Models Are Suddenly All the Talk in Speech Technology

A few considerations before going all in on the hype.

Speech Technology Reports and Research

Unlock the Power of Free, Purpose-Built AI

Sponsored by NICE

Customer Self Service Companies and Suppliers