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


Each Inner Circle Guide is available for the US and UK. Updated May 2024.


A Supplier Directory of self-service solutions is available here (opens PDF): UK version / US version.



37% of UK contact centres and 22% of US contact centers report that they use virtual agents / AI-enabled chatbots to offer self-service to their customers, with these figures growing rapidly. 


But self-service doesn’t begin and end with chatbots. Driven by poor experiences with the live phone channel during the pandemic, many customers have become familiar with using multiple self-service applications, both on the website and on their phone.


With self-service being a major investment priority – along with AI, CRM and omnichannel – this report shows businesses how to serve customers 24/7 while managing their costs and maintaining the customer experience.


“The Inner Circle Guide to Self-Service” investigates: 

  • The uptake of virtual agents / chatbots and their effect on service costs and performance
  • Businesses’ current use and future plans for self-service
  • How to develop a successful self-service strategy and prove ROI
  • What’s driving customer preference and uptake of automated service
  • The impact of AI and what will self-service look like in 5 years’ time.  


To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.



Report contents


Drivers for Self-Service

  • Increased Profitability
  • Improved Performance
  • Meeting Customer Demand


Current and Future Use of Self-Service

  • Web Self-Service
    • Search & FAQs
    • Virtual Agents & Chatbots
    • Mobility and Smartphones
    • Visual IVR & Video
  • Telephony Self-Service
    • DTMF IVR
    • Speech Recognition
    • Voicebots


The Building Blocks of Self-Service

  • Suitability of self-service
  • Developing a self-service solution
  • Knowledge bases
  • The Role of AI in Self-Service, Web Chat and Email
  • Implementation & Roadblocks
  • ROI
  • Managing Escalation and Self-Service Failure
  • Customer Inhibitors
  • Key Points for Successful Adoption

The Future of AI-Enabled Self-Service



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