August 23, 2024: In today’s digital-first world, customers expect immediate, round-the-clock responses from service agents, often seeking solutions to a wide range of queries. This growing demand has led to the rise of Gen AI-powered self-serve technology, which enables real-time, human-like interactions across multiple service channels.
The advancement of this technology has provided customers with an array of touchpoints to engage with brands, making it increasingly difficult for businesses to meet the demand for instant, contextual, and consistent responses. Brands are also tasked with maintaining low operational costs and managing customer service staffing efficiently. In this context, self-serve technology emerges as a vital solution, empowering customers to independently find answers across all channels.
To address the mounting challenges of growing customer channels and ticket volumes, Kapture CX, India’s leading Gen AI-powered customer support automation platform, has enhanced its Self Serve 2.0 solution. In a recent survey conducted by Kapture CX, the company sought to understand the rising demand for advanced self-service options and the evolving preferences of customer support teams.
According to the survey, nearly 49% of respondents expressed a preference for self-serve platforms capable of handling complex issues while providing human-like conversations and maintaining contextual continuity. This underscores the need for systems that can seamlessly manage diverse user queries by delivering accurate information and maintaining a natural, conversational flow.
Gaurav Juneja, CRO of Kapture CX, commented on the findings: “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 hyper-personalization, but at scale. On the operational side, costs need to be kept low. That is where our Self Serve 2.0 comes in, deflecting up to 90% of the tickets, saving costs, and improving operational efficiencies for an exceptional customer experience.”
The survey also revealed that more than 26% of respondents emphasized the importance of self-serve platforms that can handle complex queries. With advanced AI and machine learning algorithms, these platforms leverage vast datasets and predictive models to offer precise solutions to intricate problems, identifying correlations that are often too time-consuming for human agents to detect.
Furthermore, nearly 20% of respondents highlighted the value of self-serve options that prioritize customer engagement through natural, human-like interactions. By using AI enhanced with Natural Language Processing (NLP) and Vertical-focused Language Models (LLMs), businesses can deploy hybrid bots that engage in intelligent, meaningful conversations with minimal human intervention, ensuring customers feel heard and understood.
According to the Kapture CX survey, nearly half of the respondents (49%) prefer a self-serve platform that integrates these advanced features. Such a platform offers a win-win solution, providing customers with quick and easy access to support while enabling businesses to reduce operational costs and allocate resources to more complex tasks.
Gaurav Juneja further added: “The market is evolving at a rapid pace, and scalability is key. Integrating top-tier self-serve support options allows businesses to manage high volumes of customer queries without expanding their support staff. Self-serve platforms streamline customer interactions, providing instant solutions so brands can focus on growth and innovation, confident that their customer support can keep up with the demand.”
While the benefits of advanced self-serve platforms are evident, the technology continues to evolve alongside advancements in AI and machine learning. Modern self-service solutions are reshaping the customer support landscape and setting new standards for customer experience.
As customer demands continue to grow, robust self-serve platforms offer a competitive advantage over traditional support models. It’s crucial for contact center leaders to assess their current solutions and ensure that self-serve channels can meet these evolving needs.
About Kapture CX
Kapture CX is an enterprise-grade, AI-powered Omnichannel Customer Experience management platform, specializing in customer support. With a deep focus on evolving customer expectations, Kapture transforms good customer experiences into great ones. Serving over 1000 businesses across 16 countries, Kapture’s expertise spans five key industries: Retail, BFSI, Travel, Energy, and Consumer Durables.
Author
Navneet Kaur
Manager- Marketing
