What is Digital and Self-Service and how does it enable AI-driven self-support?
Product FAQs
What is Digital and Self-Service and how does it enable AI-driven self-support?
Digital and Self-Service is NiCE’s AI-powered solution designed to help customers resolve issues independently using intelligent self-service tools. It allows businesses to deliver always-available support through intuitive digital experiences, reducing reliance on live agents and streamlining service delivery.
How does Digital and Self-Service work?
This solution integrates AI-driven chatbots, virtual assistants, and knowledge management to:
Provide real-time, automated answers to common questions
Guide customers through step-by-step resolutions
Offer contextual recommendations based on interaction history
Seamlessly escalate to live agents when needed, with full interaction context
What are the benefits of Digital and Self-Service?
Digital and Self-Service improves efficiency and customer satisfaction by:
Enabling faster issue resolution without wait times
Reducing agent workloads through automated query handling
Offering 24/7 accessibility across web, mobile, and messaging channels
Delivering consistent and accurate self-service experiences
How does this improve customer experience?
By empowering customers to solve problems on their own terms, it reduces friction, speeds up resolutions, and creates a sense of control. Agents are freed up to focus on high-value interactions, resulting in better service outcomes for complex needs.
How does this create a NiCE world?
In a NiCE world, customers get quick, effortless answers and agents focus on delivering personalized care. Digital and Self-Service blends AI and automation to transform service into an intuitive, self-guided experience that works for everyone.
Create an accessible world, where AI-driven self-service makes help immediate and simple.
