The Impact of Increasing Self-Service Solutions: Creating Seamless Customer Experiences with Digital Humans

You might notice the next time you attend an event, go to a retail store or seek customer support online, there’s a great chance it’s not a live person welcoming you, but rather a digital self-service solution ready to assist you.

Self-service solutions have revolutionized the way customers interact with businesses, and these platforms are being used more and more to enhance customer experiences, improve efficiency, and reduce costs.

Consumers on the other hand have quickly become accustomed to the convenience and speed of self-service options. Especially with the advent of digital technology and “everywhere-ness” of smartphones. These solutions empower the customers to independently access information, make purchases, and find solutions on their own.

Self-Service Solutions are here to stay. So what’s the catch here really?

One of the key advantages of digital humans is their availability 24/7, ensuring round-the-clock support for customers. They can handle repetitive tasks, provide product recommendations, offer troubleshooting assistance, and guide customers through complex processes.

59% of consumers believe companies have lost touch with the human element of customer experience – Customer experience is everything, PwC.

Offloading these tasks to digital humans, businesses can free up their customer service agents’ time to focus on more complex issues and nuanced interactions, using their expertise, empathy, and personal agency to benefit their customers. Striking the balance between automated efficiency and emotional connectivity in customer service.

Read how Vejle Municipality used Digital Humans to improve the tourist experience or how Krifa digitalized their HQ with a Digital Human

As self-service solutions continue to shape customer experiences, succeeding is determined by the effort to achieve the right balance between automation and human interaction.

In summary, businesses should strive to develop solutions that are user-friendly, intuitive, and personalized to meet individual customer needs. Thereby businesses can provide the human touch that customers value highly and simultaneously harness the efficiency,  accessibility, and benefits of self-service technologies. This can be done by leveraging digital humans – pioneering the next era of self-service solutions – accompanied by real-life customer service agents.

By seamlessly integrating self-service solutions with other customer touch points, businesses can also ensure a consistent and cohesive experience across channels. Moreover, by continuously analyzing customer feedback and improving on self-service solutions, businesses can evolve and adapt to customer expectations, delivering seamless and satisfying experiences.

[1] Customer experience is everything, PwC.