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When self-help is the best help

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Digital customer journey mapping: The new digital CX

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© 2024 NICE

Overview

Not all customers want to talk to agents, especially Millennials and Gen Zers. However, this growing trend extends across all ages—more than 60% of consumers prefer self-service for simple customer service tasks.

Discover how (and why) AI-enhanced self-help tools are making it possible for:

Customers to resolve issues themselves—quickly and easily—for instant gratification

Contact centers to increase customer satisfaction—and reduce call volumes

Organizations to transform contact centers from cost centers to strategic assets