A contact center’s self-service ratio measures how frequently consumers handle their own problems or finish their own transactions without interacting with a live agent. It is the proportion of customer incidents that were successfully resolved to all customer cases at the contact center.
Whereas self-service issues are frequently fixed on the first try without help from an agent, the self-service ratio is not always the same as the first contact resolution rate.
Consumers can self-complete their services using a variety of technologies, such as chatbots and interactive voice response (IVR) systems. Contact centers may use a range of advanced software-based automated systems.
Another option is a knowledge base collection of online articles that direct users to solutions for issues they frequently experience. Self-service tools might be web-based, app-based, or have various implementations.
Contact centers can use artificial intelligence (AI) self-service to let users take care of themselves by utilizing modern digital technology. IVRs with advanced AI capabilities may imitate personal agent support by using text-to-speech and natural language processing tools.
Similar benefits are provided by chatbots on chat sites, which are popular with clients. AI self-service may significantly boost the self-service ratio based on the features of the support department. There are several advantages to letting customers manage their own problems.
A greater self-service ratio benefits the contact center’s initial contact resolution rate, average queue time, average handling time, total hold time, and other parameters by reducing the number of inbound interactions for the operators
