Empower Your Customers: Tips for Driving Customers to Self-Serve

Today’s customers require both personalization and efficiency. As many companies have learned the hard way, failing to deliver both can lead customers to another company that does.

Tech writer Phil Britt recently spoke with Verint’s Jason Valdina about how pairing generative AI with human insight is transforming contact centers.

According to Valdina, companies must use a CX Automation platform that can leverage key contextual data at any point in the customer’s journey to personalize responses and provide efficient, customer-friendly self-service.

You’ve probably heard this before—AI must serve a customer-oriented purpose. Technology is not the end goal.

Most of today’s customers want to use self-service—however, it must transition smoothly to humans if needed. Customers want seamless escalation paths that lead to real (and fast) results.

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