Contemporary Applications of the Self-Service Approach: Empowering Users in the Digital Era
Contemporary Applications of the Self-Service Approach: Empowering Users in the Digital Era

Author(s): Petar Genov
Subject(s): Social Sciences, Economy, Business Economy / Management, Sociology, Social development, Social Informatics, Marketing / Advertising, ICT Information and Communications Technologies, Socio-Economic Research
Published by: Университет за национално и световно стопанство (УНСС)
Keywords: self-service; digital transformation; artificial intelligence (AI); automation; user experience (UX); reducing cost; personalization
Summary/Abstract: In the digital age, self-service have emerged as leading approach to increasing user autonomy and efficiency. With the development of artificial intelligence, automation, and cloud technologies, more and more industries are offering solutions that allow users to perform operations without the need for direct employee intervention. Recent developments have heightened the need for research of applications of self-service in various sectors, such as e-commerce, finance, healthcare, education, and smart technologies. Thus, the objectives of this paper are to determine the benefits of self-service approach technologies (SST), and the balance between automation and human interaction using qualitative content analysis method. The findings will provide insights into the developmental prospects of the self-service approach and will evaluate its anticipated impact by exploring the opportunities and limitations of the topic of SST.

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