The white paper Using AI to Deliver Effortless Self-Service Resolution explains how companies must move beyond First Contact Resolution to anticipate customer needs through Next Issue Avoidance. With 81% of customers starting online and self-service being 8x cheaper than assisted support, AI helps unlock company knowledge to guide customers proactively. By analyzing session context, AI can deliver tailored recommendations and link related issues, creating seamless experiences. Effective search is critical, with 84% of executives citing it as key to digital transformation. Anticipating future needs builds loyalty by showing customers they are understood and supported in advance.

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