A self serve contact centre employs various AI-driven self-service applications and resources like chatbots and self-service widgets to enable customers to independently access information, perform tasks, or resolve issues without the need for direct assistance from a live agent.

Self service is typically facilitated through various self-service tools and channels, such as interactive voice response (IVR) systems, websites, mobile apps, chatbots, and knowledge bases. The aim is to empower customers to find answers, complete transactions, or address their needs quickly and conveniently, often as a first step before involving a contact centre agent. Contact centres with self serve enabled benefit from enhanced efficiency, reduced call volumes, and improvements in the overall customer experience.

What is self serve rate and how is it measured?

The self-service rate in a contact centre is a metric that indicates the frequency with which customers independently resolve their issues or complete transactions without the need for assistance from a live agent. It is calculated by dividing the number of customer instances resolved through self-service by the total number of customer instances at the contact centre. It’s important to note that the self-service rate may differ from the first contact resolution (FCR) rate, although self-service interactions often result in a resolution on the initial attempt, without agent involvement.