Customer Service Automation

TTEC | Glossary | Customer Service Automation

What is Customer Service Automation?

Customer service automation references processes and technology that help with contact center efficienty that can significaly reduce and/or elimiate aspects of human labor when assisting customers. Modern helpdesk software, CRMs, and contact center software utilize customer service automation tools such as chat bots, knowledge base, self-service portals, intelligent routing, workflow automation, IVRs and others.