In Part 1 of this series, we explored how digital self-service (DSS) has evolved. From clunky FAQs and IVR menus to more conversational and predictive experiences enabled by Agentic AI. We looked at three major use cases where AI is already reshaping customer support, from interactive FAQs to proactive service to automated airline rebooking.
But self-service isn’t just a support function anymore.
In this second part, we turn the lens toward use cases in the retail and banking industry, where Agentic AI is redefining how customers shop, engage, interact and convert. We'll explore two high-impact use cases and wrap up with the tangible business outcomes of investing in AI-powered DSS.
Old Self-Service:
Customers navigate product catalogs alone, relying on static filters or waiting on human agents for assistance.
New Self-Service:
AI becomes a virtual concierge - guiding purchases, recommending products, applying loyalty incentives, and resolving post-purchase questions in one intelligent flow.
Example:
A luxury fashion brand deploys an AI shopping assistant that:
This is not only more efficient, it elevates the brand experience by mimicking the attentiveness of an in-store associate, at scale.
Old Self-Service:
Customers interact with disconnected systems (mobile app, website, chatbot, or call center) each requiring them to start over.
New Self-Service:
Agentic AI unifies the journey across platforms. It remembers customer context, preferences, and history regardless of channel.
Example:
A bank’s AI agent helps a customer:
At no point does the customer repeat themselves. The system remembers, transitions, and adapts, offering true omni-channel continuity.
Agentic AI isn't just a tool, it's a strategic differentiator in an experience-first economy.
Across both blogs, we've now covered five major DSS use cases:
But what's the bottom-line impact for companies that embrace Agentic AI?
Companies using AI-driven self-service see a 40% reduction in ticket volume, freeing up human agents for high-value, complex interactions.
70% of customers prefer AI self-service over waiting for a live agent. When done right, it feels faster and smarter.
Agentic automation reduces operational costs by up to 30%, especially in high-volume, repetitive request scenarios.
Brands implementing AI-driven DSS report up to a 25% increase in upsell and cross-sell through real-time, personalized product and service recommendations.
These are not incremental improvements. They are transformational shifts in customer engagement economics.
DSS is no longer an IT initiative or a back-office project. It is the front line of customer experience. AI isn’t replacing service. It is reinventing it to be faster, more intuitive, and more relevant. The question isn’t whether this will work. It is whether your organization is ready to lead or catch up later.
Business leaders who recognize the shift and move early will benefit from:
Agentic AI is not a trend. It’s a turning point.
Whether it's a customer resolving a support issue in seconds or completing a transaction seamlessly across devices, self-service has evolved into a core driver of both satisfaction and revenue.
If your business is looking to:
Then it’s time to rethink what digital self-service can do and how Agentic AI can help you build it.
We’re helping brands reimagine digital self-service from the ground up.
Let’s explore how Agentic AI can transform your support, commerce, and customer engagement workflows.
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