The next generation of the experience of customer service - Credit: Amdocs
To complicate things even more, service providers continually need to balance multiple trade-offs when managing care operations:
The explosion of engagement
channels vs. the need to provide
consistent experiencesEncouraging lower cost
self-service options while maintaining the “
human touch”Driving down
operational costs without impacting
Customer SatisfactionAggregating and leveraging
masses of customer data while systems and data sources are
siloedNow imagine you could overcome all these challenges and extract meaningful, relevant, and actionable insights from your customer data – effortlessly. Imagine you could predict and pre-empt complaints so instead of being reactive, you could be proactive. And, what if your care processes and engagements were automated, self-healing, and personalized?
In today’s demanding, hyper-digital world, service providers need to be able to deliver effortless self-service capabilities and manage intelligent operations. When that happens, the results and benefits are clear and measurable: increased Customer Satisfaction, decreases costs and more cross-sell/upsell.
The power of intelligence
When infusing customer care with advanced artificial intelligence such as machine learning and natural language processing, service providers can evolve from being traditional service organizations into intelligent care organizations:
From single to
multiple modes of communicationFrom human to
hybrid human/self-assisted careFrom siloed and disconnected to
seamless omni-channelFrom mass engagements to
personalized and
contextualaia, Amdocs intelligence platform
To help service providers achieve these goals, Amdocs offers aia, a suite of products and services that enables service providers to inject intelligence across their business processes and the customer life-cycle, for differentiating their offering to make a meaningful and quantifiable impact on the business.
The intelligent care organization
With aia, service providers can enjoy the following capabilities:
Proactive Care: Enables anticipation of problems before they impact service, proactive remediation, automatically identifying issues by customer as well as for segments, and managing adaptive customer journeys. The results speak for themselves: the number of contact center calls are reduced by 15% and an NPS is increased by >20%.
Agent Assist: Enables the utilization of real-time data and machine-learning based tools so contact center agents can resolve issues more efficiently than ever. They are presented with actionable insights about customers directly to their desktop such as how to engage with them, how to resolve their issues, and recommended next steps. Moreover, they receive guidance on how to increase the chances for cross-sell/upsell and increase service-to-sales success rates. With Agent Assist you can expect First Call Resolution to improve by 35%, Average Holding Times to decrease by 20%, and cross-sell/upsell to significantly improve.
Self-Service for Care: Enables customers to manage their needs on digital unassisted channels through a proactive, personalized experience. Customers can receive recommendations that are optimized for efficient and effective resolutions as well as for decreasing deflections from self to assisted channels where deflections decrease by 35%.
Amdocs SmartBot: Uniquely designed for communications and media services providers. Based on artificial intelligence (AI) and machine learning, Amdocs SmartBot enables these organizations to transform customer care, sales, and marketing engagements by making them highly personalized and contextual. Moreover, this bot enables self-service interactions to be simple, fast, and effective.
Care Operations: Enables service providers to scale up the efficiency and expertise of contact center operations, improve problem resolution, and increase the transparency of customer care related matters. It also empowers you with a live and actionable dashboard with trends and forecasts to identify calling topics, patterns, and root cause so you can drive operational efficiency improvements by 35% and achieve a 15% reduction in incoming calls.
To get started on your path to intelligence-driven care, we invite you to reach out to us at intelligence@amdocs.com.