Self-Service Maturity Model - DMG

Voice self-service has changed dramatically since voice response units (VRUs) first came on the scene in the early 1980’s. The self-service market has grown and expanded during the past 40 years, and it’s time for organizations to adopt the current generation of solutions as an important step in their digital transformation. The goal today is to provide a personalized and intelligent self-service experience cost effectively. It’s also important to deliver a consistent and high level of customer service regardless of the channel in which customers elect to interact. The most sophisticated self-service is provided by a relatively new IT sector called intelligent virtual agents (IVAs). The question is not whether you are ready to migrate from your existing self-service solutions to IVA- supported voice and digital self-service, but how quickly you can effectively adopt the new generation of AI-enabled self-service technology. Read this white paper to see where your organization currently stands in its self-service maturity evolution and the steps needed to make the transition to IVA successful.

About the author

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community.