Description: Self-service is a feature that allows users to resolve their inquiries or problems without the need for direct assistance from a human agent. This modality has become increasingly relevant in the current context, where efficiency and speed are essential. Through various technological tools, such as chatbots, robotic process automation, and self-service portals, self-service empowers users to manage their own needs. Chatbots, for example, provide instant answers to frequently asked questions, while robotic process automation allows companies to optimize repetitive tasks, freeing human resources for more complex activities. In e-commerce, self-service manifests in customers’ ability to make purchases, manage returns, and access product information without human intervention. This trend not only enhances the user experience but also reduces operational costs for businesses, making self-service a key strategy in digital transformation.
History: The concept of self-service has evolved since the 1960s when the first vending machines began offering products without the need for a seller. With advancements in technology, especially in computing and communication, self-service expanded to other areas, such as the banking sector with ATMs in the 1970s. The advent of the Internet in the 1990s allowed self-service to integrate into e-commerce, where consumers could shop online without assistance. In the last decade, the development of artificial intelligence and chatbots has taken self-service to a new level, enabling more sophisticated and personalized interactions.
Uses: Self-service is used in various industries and contexts. In customer service, chatbots allow users to get quick answers to their questions without waiting for an agent. In the business realm, robotic process automation is applied to handle repetitive tasks such as data entry and inventory management. In e-commerce, self-service systems enable customers to make purchases, track orders, and manage returns independently. Additionally, self-service is utilized in online learning platforms, where students can access materials and resources without the intervention of an instructor.
Examples: Examples of self-service include the use of chatbots on customer service websites, such as those of telecommunications companies that answer frequently asked questions. In e-commerce, platforms like Amazon allow users to manage their orders and returns without assistance. In the banking sector, ATMs are a classic example of self-service, where customers can perform transactions without the help of a teller. Additionally, tools like Zendesk provide self-service solutions for users to find answers in knowledge bases.
