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AI-Enabled Self-Servicefor the EnterpriseReprint


DMG released our last report on the IVA IT sector in June 2020, just as the harsh
reality of the COVID-19 pandemic was taking hold in the world. At that time, DMG
identified IVAs as the “first responders” for customer service, due to their ability to
deliver timely, automated, conversational, concierge-type self-service when live
agents were not available. We pointed out that this was the beginning of a major
transition to self-service, as customers were demonstrating a willingness (and
even a preference) to use these intelligent, AI-enabled solutions. While it may have
begun because a growing percentage of customers were willing to try self-service
instead of waiting hours to reach a live (and often overwhelmed) agent, they
discovered they liked the ability to help themselves. But this is only half of the story.
The second part is about virtual assistants, which deliver self-service capabilities
to employees organization-wide (e.g., IT password resets, handling HR-related
tasks, etc.) and assist live contact center agents by providing real-time guidance
or kicking off an automated process. Though we are in the early days of VAs, these
solutions, which use the same underlying technology and platforms as IVAs, make
a great deal of sense, as they enhance the customer and employee experience
while reducing the cost of sales or service.

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