Revolutionizing Self-Service Technology With Machine Learning Intelligence
Anupam Bonkra, Damandeep Singh, Pummy Dhiman, Rajit Verma, Divya Goswami, Syed Abid Hussain · 2025
Machine learning (ML) is emerging as a revolutionary force in the evolution of self-service technologies (SSTs), transforming their design, implementation, and delivery across various industries. These self-organizing systems leverage ML to autonomously learn from interactions, process vast volumes of data, and make intelligent decisions without explicit programming. This chapter explores the pivotal role of artificial intelligence (AI) in advancing SSTs, focusing on key applications such as customer service chatbots, automated kiosks, and intelligent virtual assistants. In conclusion, this chapter emphasizes how ML is revolutionizing the SSTs' future development. The use of NLP, predictive analytics and adaptive learning is making the existing ML solutions accurate, efficient and highly personalized as never before. Further improving data credibility, privacy, and ethics issues will enhance the development of these systems to meet our needs and aspirations and continue to strengthen them as the foundations of global business and progress.