Glossary
Letting customers find answers and complete tasks on their own without an agent.
Self-service gives customers the tools to help themselves — FAQs, knowledge bases, automated flows, and chatbots — so they can get answers and complete tasks instantly, at any hour, without waiting for a person.
Most customers prefer self-service for simple needs because it's faster than queuing for an agent. Done well, it resolves the majority of routine queries and reserves human time for the complex ones.
Conversational self-service in chat feels especially natural, guiding customers to outcomes in a familiar interface.
Self-service satisfies customers who want fast answers while dramatically reducing support workload.
Defuser AI powers chat-based self-service across all your channels — see the WhatsApp chatbot.
Letting customers find answers and complete tasks on their own without an agent.
Self-service satisfies customers who want fast answers while dramatically reducing support workload.
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