What is Customer Service Automation?
Customer Service Automation (CSA) refers to any process and/or and technology that assists with reducing human error, eliminating repetitive inefficiencies, and increasing capacity at bottlenecks.
When done right, Customer Service Automation enhances every agent's ability to provide optimal customer service for the customers who need it most, and at the precise moment they need it.
Modern helpdesk software, CRMs, and contact center software and CX solutions are all examples of Customer Service Automation tools. They come in many forms, such as chat bots, knowledge management systems, customer self-service portals, intelligent call routing, workflow automation, Interactive Voice Response (IVR), and more.
Additional TTEC Resources
- Customer service automation done right: Take automation to the next level to improve the customer experience and your bottom line.
- Evolve the Contact Center With Thoughtful Automation: To know which tasks to turn over to a machine is a challenge, as one must balance core service goals with digital worker capabilities and provide exceptional customer experience.
- Creating Sophisticated Employees in the Age of Automation: In this webinar, learn how to develop employees to be tactical, technical, and emotionally prepared to handle complex customer interactions.