If you know what questions consumers ask and how their sentiment changes during a conversation, the virtual agent (and thus customer satisfaction) can be improved over time. The particular approach described here covers three channels: web chat, the Google Assistant (on a Google Home), and telephone (through a telephony gateway). With an AI-powered approach, a system can be designed that can accommodate consumers however they choose to reach out, whether by telephone, web chat, social media, mobile apps, or smart speaker. Similar solutions that integrate with existing call center systems can be obtained through Cloud Contact Center AI partners, as well.Īll businesses have the goal of making customer service effortless. In this post, I’ll provide an overview of a simple solution blueprint I designed that may inspire you to meet these objectives using GCP. As a result, in addition to the obvious customer satisfaction benefits, research says that virtual agents could help businesses in banking and healthcare alone trim costs collectively by $11 billion a year. Furthermore, a well-designed solution can help ensure that consumer requests, regardless of the channel in which they are received (phone, chat, IoT), are routed to the correct resource. Virtual agents can provide non-queued service around the clock, and can easily be programmed to handle simple requests as well as do a hand-off to well-trained live agents for more complicated issues. Most of these requests are predictable and easily resolved with the exchange of a small amount of information, which is a perfect use case for an AI-powered customer service agent. All of them have this common requirement: to help customer service agents (many of whom are poorly trained interns due to the expense of hiring) handle large numbers of customer calls, especially at the end of the year when many consumers want to change or update their insurance plan. Don’t create a Service Blueprint because it’s a part of the service design process.As a Google Cloud customer engineer based in Amsterdam, I work with a lot of banks and insurance companies in the Netherlands. So, it can’t be a goal in and of itself – it should be a way to create a better customer experience. But a Service Blueprint is still just a tool and a way to structure your thoughts and visualise them. ![]() Resulting in more satisfied customers and more business. It’ll show you the problems in your service and processes – and solve them one by one. A fool with a tool is still a foolĪ Service Blueprint focuses on the contact your organisation has with customers. In a successful solution, both need to come together and fit together seamlessly. This reminds us to not just look at the solution from the organisation’s perspective, but also from the user’s perspective. Improve your current services or develop something entirely new.Īt iO, we use the Service Blueprint for the development of products that facilitate a service but also for customer experience optimisation in the broader sense. The goal of making a Service Blueprint is the creation of a customer-centric roadmap to analyse everything that supports your organisation’s touchpoints. But there are loads of processes going on behind the scenes to allow you to watch the show and have a pleasant (customer) experience. It seems so simple: buy a ticket to a show and watch it. It gives you a better idea of which processes and services could use some improvements. In other words, the customer experience takes centre stage. It’s a tool that gives insight into how internal processes are experienced by the customer. What does the contact with the customer look like?īased on these aspects, a Service Blueprint gives you a complete overview of all your organisation’s processes, touchpoints, actions and channels in relation to customer contact. A Service Blueprint takes this as a starting point and looks into the processes that make different touchpoints work: All these small processes need to melt together into a well-oiled machine. ![]() From placing an order, payment and processing, to creating an invoice, assembling the parcel and delivering it to a pick-up point or a home address. But not so simple behind the scenes – there are so many complex processes that make this simple thing possible. With just a couple of clicks, you can order a parcel from a webshop that will be delivered the next day.
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