The Future of Customer Self-Service:
The Digital Future Will Stall Without Customer-Led Automation

"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".

Key findings from the report:
  • "Two major trends are driving the evolution of customer self-service: Over the next 10 years, we will see customers increasingly delegating their self-service to bots and cross-sourcing expertise from other customers to reduce their efforts in self-service"

  • "The same reasons that enterprises turn to automation are the same reasons that customers and consumers will — to save time and money"

  • "The level of delegation, from DIY to customer-led AI, will be a major force shaping customer self-service (CSS)"

  • "The ability to collaborate with other like-minded customers during self-service will also be a major force shaping CSS"
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Cognigy is a global leader in the Conversational AI marketplace, with a highly flexible enterprise Conversational AI Platform to build advanced, integrated conversational automation solutions through the use of cognitive bots.  Leading organizations have standardized on Cognigy.AI to accelerate their adoption of conversational interfaces (bots, assistants and skills) and integrate with existing systems of record, all with enterprise governance (security, administration and compliance).
Gartner, Inc., 18 April 2019, published by Analysts Anthony Mullen, Brian Manusama, Nadine LeBlanc. The Gartner Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.