"The digital future will stall without customer-led automation. Application leaders supporting long-term planning of customer self-service should use this report to explore the top two major trends driving the evolution of customer self-service, and the impact of the four scenarios we outline."
According to this report, "self-service is becoming the norm as customers increasingly expect an effortless experience at scale."
It further adds, "providing an effortless experience increasingly means using naturalistic engagement methods like voice and other AI-powered technologies. In many industries, AI is rightly viewed as a top game-changer technology, with 91% of organizations planning to deploy AI within the next three years".