CE38 - Titles and Canonical Info

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Important
This information is shared by CE38 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Email Auto Response

Automate responses to inbound emails

Customer Engagement

Digital

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: Customer service interaction volumes are skyrocketing. Companies struggle to respond in time to such large volumes of requests that negatively impacts workforce management and overall business performance. In a modern digital world, managing large amounts of interactions doesn’t have to be that difficult.

Platform Solution: Companies need to automate their responses for frequent or common customer inquiries received via email in order to have their resource focus on crafting tailored and personalized responses to high value or critical requests.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Increased Revenue Improve revenue through recognizing and escalating opportunities
Reduced Handle Time Improve average handling time by providing agents with suggested responses.
Reduced Volume of Interactions Reduce volume of interactions handled by agents by deflecting to automated responses.

High Level Flow

High Level Flow Steps

  1. A customer is looking for information
  2. Customer sends an email or submits a web form
  3. The content or question is analyzed, and the best response is sent to the customer
  4. Customer asks for escalation if answer is not satisfactory
  5. The agent replies to the customer with a tailored response

Data Sheet Image

CE38.jpg

Canonical Sales Content

Personas

  • Chief Digital Officer
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. Do your agents handle a lot of simple repetitive questions?
  2. Is there an interest in automating the responses to these questions?
  3. Do you analyze content of email?
  4. Do you provide suggested responses to your agents?
  5. Do you allow escalation if answer was not satisfactory?

Pain Points (Business Context)

  • High volumes of common customer enquiries and requests
  • Agents responding to low-value interactions
  • Response times to customers arelong/unacceptably high
  • Inability to recognize customer’s intention using simple keyword spotting
  • Inability to detect and prioritize sales opportunities over other service requests, resulting in lost revenue

Desired State - How to Fix It

  • Automated responses reduce the number of inquiries that require an agent
  • Reduced agent handle time thanks to suggested responses
  • Go beyond simple keyword spotting for more effective responses


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