The term customer service automation designates a process of significantly reducing or entirely eliminating human labor when assisting clients. Modern CRM and helpdesk software commonly feature customer service automation tools such as intelligent routing, AI chat bots, knowledge base, canned responses, customer self service portal, workflow automation, IVR and others.

There are two primary reasons why customer service is being increasingly automated. The first driver is the desire to lower labor costs. The second objective is to improve customer satisfaction and servicing speed.

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