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Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

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    • Products
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      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

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        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

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        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Notetaking

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

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        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

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          Healthy patient experiences

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          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

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      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

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    • Services
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      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

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    • Resources

        Knowledge Base

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          Contact center reports from third party analysis

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          Detailed descriptions of industry-related terms

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          Contact center focused frequently asked questions

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          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

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          Our customer's success is paramount. Read case studies about real CX transformation

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          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

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      • Company

          Company

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            Securing your trust with every interaction

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            Discover why NiCE is the market leader

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            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

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          • Self-service rate(セルフサービス率)
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          On this page

          • What is self-service rate?
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          What is self-service rate?

          Self-service rate (or self-service completion rate) of a contact center is a metric that describes how often customers resolve their own issues or complete their own transaction instead of speaking to a live agent. It is the ratio of instances resolved by the customer to the total number of customer instances at the contact center. The self-service rate is not necessarily the same as the first contact resolution (FCR) rate, although often self-service will be resolved on the first attempt with no assistance from an agent.

          How does self-service work?

          Various technologies can enable customers to self-complete their service, including interactive voice response (IVR) systems and chatbots. Contact centers may employ a variety of software-based automated solutions ranging in complexity. A “forgot password” path -- click a link, receive an email, click another link, reset your password -- is one such path that most users today are very familiar with. Another may be a knowledge base library of website articles to guide users to solutions to commonly encountered problems. Self-service technologies can be web-based, app-based, or other.

          Artificial intelligence (AI) self-service can help contact centers leverage newer digital technology to help customers help themselves. Highly advanced IVRs may use AI to mimic personal agent assistance using natural language processing and text-to-speech technologies. Chatbots offer a similar advantage on chat platforms, which many customers prefer. Depending on the functions of the contact center, AI self-service can dramatically increase the self-service rate.

          Why is it important to increase self-service rate over time?

          The benefits of enabling customers to handle their own issues are numerous. For the contact center, an improved self-service rate means fewer inbound contacts for the agents, which improves a variety of other metrics, including lower average queue time, lower average handle time, lower average hold time, higher first contact resolution rate, and more. Some self-service, even if incomplete, can improve the overall experience and reduce the time needed for agent assistance because the customer will already have completed some of the necessary steps.

          These improvements benefit customers as well. Software-based self-service can dramatically shorten the time between when a customer experiences an issue and when the issue is resolved, since it typically reduces the amount of steps a customer must take, as well as time spent waiting for an agent to reply. Customer satisfaction rates generally go up when these contact center metrics are improved.

          This metric also provides a strategic benefit when tracked, monitored, and improved over time: knowing the limits of self-service will help make contact center management and strategy decisions such as hiring and process improvements easier in the future.

          What self-service rate does not tell is how WELL customers are able to resolve their issues. If a customer gives up without a proper solution, then customer satisfaction decreases. Self-service rates alone do not paint a complete picture of contact center success, they are just one piece of a larger puzzle.

          How NiCE  can help

          NiCE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. Our solutions help call centers deliver superior customer experiences with accuracy, efficiency and consistency. Our user-friendly reporting solutions provide the information call centers need to monitor and analyze customer self-service rates. CXone includes:

          Automation & Artificial Intelligence (AI) – intuitive, cutting-edge technology that helps customers resolve their own issues for better volume, speed, and overall customer satisfaction. AI solutions improve self-service, agent-assisted and fully automated processes, alerts and actions.

          Customer Analytics – turning insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. Create a data-driven culture that fosters better decision making at all levels to achieve employee productivity, customer satisfaction, and other strategic business goals.

          Workforce Engagement – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording, and performance management (PM).

          NICEによるCX向上支援

          NiCE CXoneは、チャネル、データ、アプリケーション、ナレッジを1つのプラットフォームに集約し、CXをダイナミックに向上させる、インタラクション中心のプラットフォームです。

          NiCE CXoneは、規模を問わず世界中の企業で導入され、卓越したCXの実現を支援しています。クラウドネイティブのプラットフォームは、企業のニーズに合わせて柔軟に機能を追加、拡張することが可能で、コールセンターの運営を総合的に支援するよう設計されています。

          Back to Glossary

          オムニチャネル

          AIルーティング

          IVR

          プレディクティブコール

          ワークフォースエンゲージメント管理

          品質管理

          通話録音

          パフォーマンス管理

          CRM連携

          UCaaS連携

          コールセンターソフト

          カスタマーエクスペリエンス

          Enlighten AI Copilot

          Enlighten Actions

          Enlighten Autopilot

          Enlighten AutoSummary

          オムニチャネル化

          ワークフォース管理(WFM)

          CRM & UCaaS 連携

          CX向上のためのAIソリューション