Enthusiastic experts have no doubt at all that artificial intelligence will prevail. But leaving the rose-colored AI glasses aside and assuming the viewpoint of customers and employees, obstacles beyond the technology itself become evident: Currently, there are three problems preventing the widespread acceptance of artificial intelligence.

Customer self-service is an important tool in customer service and a feature of the self-service culture in our society. Customers wish to troubleshoot pro-actively 24/7 across all communication channels. But what are the characteristics of successful customer self-service? And how can a company profit from this service channel? We point out the important factors.

“Customer service is undergoing changes due to disruptive technologies and digitalization.” CX managers, IT technicians and software architects from the support sector are often confronted with this statement – often followed by the instruction to make the company’s service fit for today’s technological and digital opportunities. But how do technologies improve existing customer service approaches? Where are the opportunities and challenges of the technologies and communication channels in service? And where are the limits of technological progress?