NICE：2024以客户为导向AI为驱动力：企业数字化自助服务格局的新范式分析报告（英文版）（12页）.pdf

1、CONTENTSIntroductionEnlighten Autopilot:Transforming Digital Self-ServiceDigital Self-Service by the NumbersEnlighten Autopilot ComponentsConversational AnalysisTrue IntelligenceAutomation and Self-Service SuccessConclusionJUMP TO SECTIONCustomer-Led.AI-Enhanced.The New Digital Self-Service Landscap

2、eCONTENTSJUMP TO SECTIONIntroductionEnlighten Autopilot:Transforming Digital Self-ServiceDigital Self-Service by the NumbersEnlighten Autopilot ComponentsConversational AnalysisTrue IntelligenceAutomation and Self-Service SuccessConclusionIntroductionThe feeling of control.A powerful feeling,and oft

3、en an illusion.And in customer service,this illusion is all too present for consumers trying to self-serve.According to a recent study,81%of consumers attempt to self-serve while only 19%want to talk to a human agent.Yet the unfortunate reality is that many in that 81%will find they still need to co

4、mmunicate with an agent because their digital dirigible has sprung a leak.This leads to frustrated and disappointed consumers,and customer service agents often feel the brunt of that frustration.However,the digital self-service landscape has shifted.Now consumers should hold all the cards.Traditiona

5、l methods of customer support,reliant on manual processes and scripted responses,no longer sufficiently meet the demands of modern consumers.As a result,businesses are turning to artificial intelligence(AI)to revolutionize their approach to digital self-service.Enlighten Autopilot represents a groun

6、dbreaking solution in this rapidly evolving realm.By harnessing the power of AI,Enlighten Autopilot enables businesses to deliver personalized,efficient,and contextually relevant self-service experiences at scale.This white paper explores the transformative effect of Enlighten Autopilot in reshaping