CEAi Market Brief - Voice Self Service

What are companies doing to improve voice self service?

The emergence of automated self service has provided consumers with more convenient, efficient means of interacting with companies, and has succeeded in reducing costs servicing customers through more expensive channels. Although many consumers regard Web self service as a key component of the customer relationship, voice self service is still plagued with negative perceptions, low adoption and weak customer trust.

This market brief presents challenges, key industry findings and proven best practices for impacting and improving voice self service customer experiences.