Transform Your Self-Service Strategy with AI

 

The Inner Circle Guide to Self-Service delivers the data-driven insights senior CX decision-makers need to drive profitability while exceeding customer expectations.

Updated in December 2025, key findings include:

  • Self-service costs 95% less: 10p / 15c vs £6.25 / $7.16 per phone interaction
  • 53% of web chats now involve automation: up from just 5% in 2015
  • 19% of callers attempted web self-service first: failure demand drives call traffic
  • 35% plan voicebot implementation within 2 years
  • 71% of voice self-service abandonments occur because functionality doesn’t meet customer needs
  • 52% of businesses admit that customers call because they couldn’t find the web self-service functionality, even though it was there 

What You’ll Discover

 

Strategic Frameworks

  • How to build the business case: profitability, performance, and customer demand
  • The Customer Interaction Cube for matching channels to interaction types
  • Channel preference analysis by emotion, urgency, and complexity

Implementation Guidance

  • Current adoption rates across web, voice and AI-enabled self-service
  • Proven frameworks for identifying quick wins and scaling successfully
  • How to avoid common AI implementation pitfalls

Data-Driven Benchmarks

  • Self-service completion rates and abandonment drivers across industries
  • Vertical market analysis and contact centre size comparisons
  • Mobile usage statistics and automation trends

 

Independent, Objective Research

 

“The Inner Circle Guide to Self-Service” is based on surveys with over 400 UK & US organisations. UK and US editions provided.

 

Updated December 2025.

 

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