Self-service technologies are becoming a mainstream part of the CRM mix, thanks to advances in natural language processing, voice recognition, and knowledge engines. In particular, so-called “self-learning” systems based on hybrids of statistical and rules-based techniques have improved results while minimizing costs of deployment and maintenance. In evaluating solutions, companies should look at the complexity of their content, which will determine the resources needed to customize and maintain the system. Software DevelopmentTechnology IndustryDatabases