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#ICMIchat Recap: Will Self-Service Ever Replace the Live Agent?

By Erica Marois | Date Published: September 24, 2015 - Last Updated August 22, 2018 | Comments

Self-service kiosks are everywhere now. You can find them at the airport, the grocery store, your favorite restaurant, and even at the doctor. As technology advances, more and more companies are streamlining processes and replacing live help with self-help. This begs the question: will self-service ever replace contact center agents?

This week @NealTopf led the ICMI community in a chat about self-service and the contact center agent. Read the recap below for insight on how self-service is impacting agents today and what it might mean for the future. Do you think self-service will eventually deem agents obsolete? Weigh-in with your comments below.

Join us next Tuesday at 1pm EST for a chat about self-service and the small contact center. @OneReach will host the one hour conversation. Just follow and use #ICMIchat on Twitter to participate.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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