Original article was published by Alan on Artificial Intelligence on Medium
Ushering in Self-Service 3.0
Everyone wants the most effective business operations daily. Unfortunately, if we look closely at business operations, we will recognize that often, we use expensive highly qualified resources to do mundane jobs.
For example, airlines were spending a phenomenal amount of money on highly qualified booking and travel agents. They discovered the same tasks could be as effectively executed by transferring the tasks to their customers. To enable this, they invested in software that would help customers navigate their buying processes. This is an example of the self-service world.
So far, we have gone through two phases of self-service in the consumer world. Today, we on the verge of entering the third phase.
Self-Service 1.0 – Filling up forms by ourselves and giving them to businesses and getting information back in the physical world, such as mail and other document delivery modes.
Self-Service 2.0 – We use mobile and web applications daily for Banking, Airlines, E-Commerce, Healthcare, and other situations. We rarely visit banks. We use their software for most of our transactions. Gone are the days when we saw travel agents to buy tickets. Our visit to stores is mostly on-line, and Amazon and Shopify have enabled us to buy most things by ourselves.
Self-Service 3.0 – All applications we have used in the self-service 2.0 era are poised to interact with users with human-like conversations. Each conversation, using voice and visual responses, becomes a learning moment for the application. As people converse with it, it learns more about you: what you like, how you speak, your dialect. It understands and feels human… not onerous, not robotic. It is something you want to converse with.