Self-service or Full service
Most of us have seen the signs at the gas station. Asking us, as customers, if we want the full service treatment or the self-service treatment, i.e. do it yourself. Service design is a model to define services that feel like full service, even if they are self-service systems.
Many years ago as a product manager, I was part of developing an Interactive Voice Response (IVR) solution. Self-service in a call center became the automation solution for many services that traditionally were performed by live agents in the call center.