How Artificial Intelligence Improves Customer Service - ITSM.tools

We all know the frustrations of fighting our way through the options menu when we call "customer support," and the tedium of navigating corporate websites and filling in lengthy online forms. Often we encounter these hassles at work as IT help desks have been replaced by complex support websites. Companies increasingly expect employees and customers to "own" much of the workload, based on the assumption that customers know best what they need and want. However, this kind of self-service often does not make for a happy user experience. We expect customers to find the right part of an app or website, assess the available options, interact with the system, wait for confirmation, and know when a task is done.