In this digital era, customers expect instant responses from service agents. Beyond 24/7 availability, consumers seek solutions to a broad array of queries. Over 49% of respondents want a comprehensive self-serve platform that understands complex issues, provides human-like conversation and caries context forward, reveals Kapture CX survey. Reportedly, this phenomenon showcases the need to seamlessly navigate though diverse user queries by delivering accurate information and maintaining a flow-like human-like interaction.
As per the report, the technological advancement has provided customers access to unlimited touchpoints to reach out. It has become challenging for brands to keep up with the demand and they have been constantly struggling to provide instant, contextual and consistent responses to customer queries. Amidst this situation, self-serve technology emerges as the clear solution, empowering customers to help themselves and find answers independently across all channels.
The growing number of channels and ticket volumes have put pressure on traditional self-serve solutions to keep up. To address this, Kapture CX, an Indian GenAI-powered CX automation platform, has integrated Gen AI into its Self Serve 2.0 to tackle these challenges. Recently, Kapture CX conducted an online survey to identify and understand the increasing demand for advanced self-service options and the evolving preferences within the customer support segment. According to the survey findings, more than 26% of respondents emphasised the importance of having a self-serve platform that can handle complex queries. Embedded with advanced AI and machine learning algorithms, self-serve tools leverage vast datasets and predictive models to bring accuracy in offering solutions to intricate problems. These algorithms are claimed to be instrumental in analysing complex patterns, and identity correlations that are difficult as well as time-intensive for human agents. “Today’s customers demand more than just quick responses. They seek an intuitive self-serve experience that feels genuinely human. This exhibits the need for hyperpersonalization, but at scale. On the operational side, the costs need to be kept low. That is where our Self Serve 2.0 comes in and deflects up to 90% of the tickets, saving costs and improving operational efficiencies for an exceptional Customer experience,” Gaurav Juneja, CRO, Kapture CX said.
Furthermore, the respondents also emphasised on self-serve options that prioritises customer engagement in natural, human-like interactions. It is said in the survey report that, almost 20% of the respondents valued this aspect to harness the potential of AI-augmented with NLP for Customer Service and Vertical-focused LLMs to build hybrid bots that can engage in intelligent, meaningful conversations with minimal human intervention. This helps in making the customer feel heard and understood by catering to their needs across multiple platforms, enhancing the overall experience.