What is the main purpose of Low-Touch digital channels in a contact center?

The main purpose of Low-Touch digital channels in a contact center is to deliver a seamless journey across channels. Low-Touch channels are designed to provide customers with easy access to assistance and information without the need for extensive human interaction. This enhances the overall customer experience by allowing them to engage with the brand on their terms, using various digital platforms such as chatbots, self-service options, and online resources.

By streamlining interactions and providing consistent support across different channels, Low-Touch digital channels help ensure that customers can transition between various modes of communication smoothly, thereby contributing to a more integrated and effective service experience. This not only meets customer preferences for convenience and speed but also helps the contact center manage resources efficiently.

The other options do not align with the objectives of Low-Touch digital channels. For instance, managing inquiries in person contradicts the low-touch concept; increasing customer frustration is counterproductive to a contact center's goals; and directing all inquiries to live agents would negate the efficiency and accessibility provided by Low-Touch options.