The Evolution of Self-Service

Self-service has gone through immense transformation over the last 20 years. Over that time, a constantly evolving landscape of technologies has created an array of differing perspectives (and at times a lot of noise) on what it takes to create successful IVAs. Even today, the market has still yet to settle on the definition of a complete self-service solution.

This session provides an overview of how self-service has evolved over the years, the trends we see in today’s market, and some food for thought on how natural language processing is transforming the industry.

Watch now to learn more about the evolution of self-service.


Brian Yang
Senior Director of Products, Digital-First Engagement

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