Customer Engagement

The Evolution of Self-Service: An Interview

iStock-647278402_lady talking into smartphone_resized.pngLike just about everything else, the self-service channel will experience significant change in the next few years—potentially more than it has in decades.

What will happen to the classic IVR?

Mark Clark of Contact Solutions recently chatted with Verint’s Mark Kowal, who has spent more than 20 years in customer service and customer engagement technology development—the last decade and a half focused on natural language and speech. He has an extensive perspective of this evolving space.

Read the blog that takes a look at how IVR may potentially change in the near future—and how innovative companies can stay in step.


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