The management of support and service delivery is a supply chain that is valuable to the entire company: for customers, whose satisfaction generates loyalty and repeat purchase, and for employees who can put customers at the center of their time, without having to wait for resolutions to their technical problems or manage requests for services necessary for their operation.
The best assistance is one that intercepts people’s needs in advance, preventing requests, anticipating resolutions and providing ready-to-use solutions. The one that exceeds their expectations and increases the positive perception towards the company.
However, organizations struggle to provide timely services that exceed user expectations: staff are under pressure and are unable to cope with the volume of requests.
The management of support and service delivery is a supply chain that is valuable to the entire company: for customers, whose satisfaction generates loyalty and repeat purchase, and for employees who can put customers at the center of their time, without having to wait for resolutions to their technical problems or manage requests for services necessary for their operation.
The best assistance is one that intercepts people’s needs in advance, preventing requests, anticipating resolutions and providing ready-to-use solutions. The one that exceeds their expectations and increases the positive perception towards the company.
However, organizations struggle to provide timely services that exceed user expectations: staff are under pressure and are unable to cope with the volume of requests.
With our Artificial Intelligence Anywhere service, we digitalize service delivery by introducing elements of Artificial Intelligence, such as chatbot, RPA (Robotic Process Automation), Machine Learning, in operational and support flows to reduce personnel management costs on the one hand and increase the perceived quality of the service offered on the other.
With our Artificial Intelligence Anywhere service, we digitalize service delivery by introducing elements of Artificial Intelligence, such as chatbot, RPA (Robotic Process Automation), Machine Learning, in operational and support flows to reduce personnel management costs on the one hand and increase the perceived quality of the service offered on the other.
The time of the personnel engaged in the management of services and support to the customers is penalized by redundant activities and of low added value that impact on the timeliness and the quality of the supplied services.
Your knowledge management is fragmented: the practices are available but disorganized and difficult to find. You cannot activate self-service procedures for recurring services, such as onboarding.
Use automated response tools that are not advanced enough to analyze the user's context (their intent, location, language, requests already made). You risk offering poor experiences.
You struggle to learn from problems and incidents already resolved, automate their resolution, and proactively manage similar situations before users report them. Your database and interventions are not properly valued.
The time of the personnel engaged in the management of services and support to the customers is penalized by redundant activities and of low added value that impact on the timeliness and the quality of the supplied services.
Your knowledge management is fragmented: the practices are available but disorganized and difficult to find. You cannot activate self-service procedures for recurring services, such as onboarding.
Use automated response tools that are not advanced enough to analyze the user's context (their intent, location, language, requests already made). You risk offering poor experiences.
You struggle to learn from problems and incidents already resolved, automate their resolution, and proactively manage similar situations before users report them. Your database and interventions are not properly valued.
According to SAS research, a third of customers say they are ready to leave a brand after a single negative experience with customer service. The increase in performance is not only related to customer engagement: if to supply answers and services they are engaged employees, the organizations see an increase of 240% in terms of business results. To improve the perception of internal users and customers, you should:
In order to automate your service management and collect uniform data, the first step is to digitize service delivery processes on a digital platform. You should map the processes and needs of the people involved, identify low value-added recurring activities and review workflows to simplify the service request, both on the user side and the back-office side. The standardization of processes on digital facilitates the collection of already structured data and allows you to have a single point of control in which to aggregate information about people served by multiple channels, increasing the company's omnichannel capabilities.
Automation can reduce management costs, increase the scalability of services 24/7, eliminate errors: you should include RPA bots in the operating and support flows, Machine Learning functions to learn from already solved errors, user input analysis functions. Chatbots and virtual assistants can provide the relevant response, knowledge or automated process, increasing self-service practices. Tickets at levels 0 and 1, where there are recurring issues, can be devolved to automation. AI can also help in proactive detection and resolution by resolving the request before it is made explicit.
Connecting people to the answers they may need is possible with intelligent knowledge management. AI could structure knowledge articles within a database and link them to intent, role, department. This could help people solve their problems independently even in remote locations, speeding up recurring practices (for example onboarding).
Support portals that offer personalized service increase people’s engagement: contextualizing responses based on the user’s language, location or other conditions is key to improving the perceived quality of the service offered.
Chatbots and virtual assistants can be useful in connecting needs and solutions, but they must have advanced NLP capabilities. If one of your customers makes a request for "8-inch Amazon fire tablet" and you haven’t configured a sufficiently desired AI, the interpretation could be something completely out of context, like "setting fire to an 8-inch surface of the Amazon rainforest". Simple search engines are not longer enough.
According to SAS research, a third of customers say they are ready to leave a brand after a single negative experience with customer service. The increase in performance is not only related to customer engagement: if to supply answers and services they are engaged employees, the organizations see an increase of 240% in terms of business results. To improve the perception of internal users and customers, you should:
In order to automate your service management and collect uniform data, the first step is to digitize service delivery processes on a digital platform. You should map the processes and needs of the people involved, identify low value-added recurring activities and review workflows to simplify the service request, both on the user side and the back-office side. The standardization of processes on digital facilitates the collection of already structured data and allows you to have a single point of control in which to aggregate information about people served by multiple channels, increasing the company's omnichannel capabilities.
Automation can reduce management costs, increase the scalability of services 24/7, eliminate errors: you should include RPA bots in the operating and support flows, Machine Learning functions to learn from already solved errors, user input analysis functions. Chatbots and virtual assistants can provide the relevant response, knowledge or automated process, increasing self-service practices. Tickets at levels 0 and 1, where there are recurring issues, can be devolved to automation. AI can also help in proactive detection and resolution by resolving the request before it is made explicit.
Connecting people to the answers they may need is possible with intelligent knowledge management. AI could structure knowledge articles within a database and link them to intent, role, department. This could help people solve their problems independently even in remote locations, speeding up recurring practices (for example onboarding).
Support portals that offer personalized service increase people’s engagement: contextualizing responses based on the user’s language, location or other conditions is key to improving the perceived quality of the service offered.
Chatbots and virtual assistants can be useful in connecting needs and solutions, but they must have advanced NLP capabilities. If one of your customers makes a request for "8-inch Amazon fire tablet" and you haven’t configured a sufficiently desired AI, the interpretation could be something completely out of context, like "setting fire to an 8-inch surface of the Amazon rainforest". Simple search engines are not longer enough.
Artificial Intelligence powered interfaces such as chatbots, which exploit the ability to process natural language, virtual assistants and bots that offer assisted automation and not in routine tasks, advanced learning functions such as machine learning that learn from incidents that have already occurred, enable intelligent knowledge management and automated service management solutions.
We design and deploy digital Customer Service and Service Management platforms driven by intelligent automation to assist employed personnel.
Artificial Intelligence powered interfaces such as chatbots, which exploit the ability to process natural language, virtual assistants and bots that offer assisted automation and not in routine tasks, advanced learning functions such as machine learning that learn from incidents that have already occurred, enable intelligent knowledge management and automated service management solutions.
We design and deploy digital Customer Service and Service Management platforms driven by intelligent automation to assist employed personnel.
We centralize service delivery processes on a digital platform.
We automate repetitive tasks and increase self-service.
We improve the quality and perceived innovation of service.
We centralize service delivery processes on a digital platform.
We automate repetitive tasks and increase self-service.
We improve the quality and perceived innovation of service.
Would you like to provide timely and quality services to your users and customers
with the support of AI?
Would you like to provide timely and quality services to your users and customers
with the support of AI?
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