The self-service channel will experience more change in the next five years than it has in the past thirty.
And really…it’s not so much a change as it is a transformation.
The classic IVR—you know—the interactive voice response system that drives the self-service voice channel? In a few years…when you look back…it may seem as old as that rotary telephone…as antiquated as the phone booth.
So what will happen? What will this transformation look like?