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Glossary

Customer Service Automation

TTEC | Glossary | Customer Service Automation

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 Customer Service Automation Resources