While personalized customer service by human reps is still relevant today, there is a sharp rise in the demand for automated customer service systems that allow users to handle support issues by themselves.

So, what is customer service automation? These include systems like:

• Automated workflows
• Chatbots
• Interactive Voice Response (IVR)
• Email automation
• FAQ webpages

Automated customer service isn’t meant to replace your human reps. Instead, it’s meant to help them field more complex, pressing customer inquiries. For example, FAQ pages and chatbots can field requests for simple questions and escalate to a human rep for more complicated questions.

Other benefits of customer service automation include lower customer service costs, more customer service touchpoints, improved customer service speed, 24/7 support, and much more.

Read our complete guide to customer service automation below:

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