NTT DATA Business Solutions
Tina Dyhr Dupont | september 18, 2023 | 5 minutes

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

Self-service solutions have revolutionized the way customers interact with businesses. Our question today is: How can we harness their innovative potential to reshape customer experience and enhance the way we engage with customers?

In this blog, Tina Dupont will explore the effects of the increasing self-service solutions and delve into the preferred interface for costumers. Additionally, Tina Dupont will highlight how digital humans can take self-service solutions to the next level and provide four suggestions for best practices for creating a seamless and satisfying customer experiences.

Self Service Solutions is on the rise and Digital Humans could be answer to seamless and empathic customer experiences
Become an Intelligent Enterprise with Chatbots and AI technology

The Rise of Self-Service Solutions

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?

Self Service Chatbot is not the answer compared to a digital human

What Consumers Want - And Don't Want - in Digital Interfaces

While self-service solutions undoubtedly have their merits, it’s not all sunshine and rainbows – yet.

Despite the rise of digital interfaces, studies consistently show that consumers still value personal connection and empathetic interactions. In fact, a survey conducted by PwC found that 59% of consumers believe companies have lost touch with the human element of customer experience[1].

Needless to say: It’s crucial for businesses to strike a balance between automation and human interaction. Now the question is: How do businesses achieve this?

Customer Experience is a Self-Service Solution that can work on tablets

The Next Level Of Self-Service: Digital Humans

One innovative approach for achieving the human connection plus the benefits of automated service are digital humans – also known as virtual assistants or avatars.

These computer-generated representations of real humans can simulate conversations and interactions, providing a human-like interface that conveys empathy, emotion, and understanding. Powered by natural language processing and machine learning algorithms, digital humans can understand customer queries and deliver relevant and hyper-personalized responses. Thus balancing the need for the “human touch” by connecting on a emotional level with the customer.

Key advantages of digital humans

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

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Best Practice for Self-Service Solutions is about how to create a seamless customer experience

How to Create a Seamless Self-Service Solutions

Whether you’re deploying a digital human as your self-service solution or considering another type – here’s four suggestions for best practice guidelines businesses need to follow when aiming to create a seamless and satisfying customer experience:

  • Intuitive Design: Self-service interfaces should be user-friendly and intuitive, allowing customers to navigate effortlessly without feeling overwhelmed or confused.
  • Personalization: Incorporating personalization features into self-service solutions can enhance the customer experience. By leveraging customer data, businesses can tailor recommendations, offers, and interactions to individual preferences and needs.
  • Omnichannel Integration: Self-service solutions should seamlessly integrate with other customer touchpoints, such as mobile apps, websites, social media, and physical stores. This ensures a consistent experience across channels and allows customers to switch between self-service and human-assisted options effortlessly.
  • Continuous Improvement: Regularly analyze customer feedback and usage patterns to identify areas for improvement. Incorporate customer insights into the iterative development of self-service solutions to refine and enhance the user experience over time.
Self-Service Solutions is about striking the perfect balance and this lightbulb represents that

In Summary: Striking The Balance in Self-Service Is Key

As self-service solutions continue to shape customer experiences, succeeding is determined by the effort to find and 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 touchpoints, 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.

Interested in exploring the possibilities with digital humans? Check out some of our spearhead cases with digital human technology or reach out to learn about our recent projects in your industry. Whether you are in the public sector, healthcare or retail, Tina Dupont has some innovative cases to share!

Read More About The Future of Self-Service

Digital Human is the future of self-service solutions
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