UseCases/Current/PureConnect/CE09 - Revision history

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T13:37:54Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 11:17, December 18, 2020

2020-12-18T11:17:18Z

Shlandy93 at 09:35, April 20, 2020

2020-04-20T09:35:42Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T21:24:41Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Bgrenon: 1 revision imported

2019-04-24T12:24:16Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:16Z

Published

Bgrenon: 1 revision imported

2018-08-22T19:06:36Z

1 revision imported

Kkuhns at 16:21, July 20, 2018

2018-07-20T16:21:05Z

New page

{{SMART UseCase
|GeneralAssumptions=* External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service.
|RequiresAll=CE02
|Optional=CE07
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
|Premise_Assumption=N/A
}}
|SMART_CloudAssumptions={{SMART CloudAssumptions
|Cloud_Assumption=N/A
}}
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.0.1
}}
|SellableItems= For additional personalization Genesys recommends this use case in conjunction with Genesys Customer Authentication (CE07) for PureConnect. PureConnect: Voice XML Interpreter, Intelligent Automation Omnichannel Self-Service, Intelligent Automation Omnichannel Self-Service - HA (Optional), PureConnect: Secure Input IVR (Optional), PureConnect: Speech Recognition Services (Optional), PureConnect: MRCP ASR Feature License (Optional), PureConnect: Interaction Speech Recognizer (ISR) (Optional), Interaction Speech Rec Tier 1 - Base Language, Interaction Speech Rec Tier 1 - Additional Language, Interaction Speech Rec Tier 2 - Base Language, Interaction Speech Rec Tier 3 - Additional Language, PureConnect: Interaction Text-To-Speech (ITTS) (Optional), ITTS Base Langage, ITTS Additional Language, PureConnect: Interaction Attendant Remote Data Query (Optional), PureConnect: Secure Input IVR (Optional)
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* Client has web services accessible
* Client provides access to application to validate customer identity
* Genesys Intelligent Automation uses Nuance ASR and TTS for Speech enablement
* Genesys Intelligent Automation requires PureConnect Voice XML Interpreter Server
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* Client has web services accessibleClient provides access to application to validate customer identity
* Genesys Intelligent Automation uses Nuance ASR and TTS for Speech enablement
* Genesys Intelligent Automation requires PureConnect Voice XML Interpreter Server
|PainPoints=* Low self-service adoption
* Unable to identify customers to provide a personalized experience
* Long handle times from increased call volume
* Low customer satisfaction due to generic IVR Experience
* Increased agent frustration and low morale due to handling of low value and monotonous queries
* Lower KPIs due to lack of segmentation

|DesiredState=* Identify caller using context or IDV data
* Personalized treatment based on context and business rules – for example:
* Proactively play status or balance update
* Proactively offer most likely call reason
* Personalized menu options
* See context for transfer to an agent
* If no personalized treatments, then continue with IVR application
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=https://www.lucidchart.com/documents/edit/b83c8fa7-373e-4c5f-8b07-fd484e3e4b49/0
|BusinessFlowDescription=# A customer calls a service line of the company and progresses through the routing strategy. The routing strategy is not in scope of this use case.
# An IVR application answers the call. The full IVR application is not within the scope of this use case, but the functionality in this use case can be used as a module to enhance the IVR application with personalization options.
# If the customer needs to be identified and authenticated (verified), the ID&V interaction uses one or multiple identifiers (such as Customer ID, Account Number, or similar). Customer identification may also be verified by a PIN, if required. This functionality is offered by another use case provided by Genesys, which is leveraged in this scenario, Genesys Customer Authentication (CE07) for PureConnect. The identification and verification functionality itself is not within the scope of this use case.
# Using the customer identifier (for example, ANI), Genesys can retrieve customer context information from a third-party system (optional).
# The personalized treatment is decided based on submitting context to business rules natively, using third-party systems or using internal data. Personalized treatments include:
#* Playing a personalized message to the customer. The caller may hang up at this point if they have all the information they require. For example: The caller is identified to be in a region with a power outage. An announcement can be played to inform the caller of the status.
#* Proactively playing status or balance before presenting any options. For example:“Your next order is due to be delivered on Thursday.”
#* Proactively offering the most likely call reason. For example: “Are you calling about the loan application you have in progress?”
#* Personalizing menu options (dynamic menu). For example: “Only play mortgage option in menu if they have a mortgage or present a promotion option if they are eligible.”
#* Sending the customer to:
#** An agent with updated context
#** A self-service application (not in scope)
#** A generic menu if the caller does not fit any of the configured personalization options. In this case, the caller continues to the main menu of the IVR application. Since this use case is about personalization, the development of this main menu is out of scope.
}}
|BusinessLogic=This use case is supported by industry templates that contain examples of personalized treatments using built-in variables or external variables. See below for an example list of these variables. Personalized treatments are confirmed during design.
====Built-in Variables====

{{{!}} class="wikitable"
{{!}}-
{{!}} style="width: 142px;"{{!}}'''Name'''
{{!}} style="width: 955px;"{{!}}'''Description'''
{{!}}-
{{!}} style="width: 142px;"{{!}}Dialed Number
{{!}} style="width: 955px;"{{!}}The number the caller dialed.
{{!}}-
{{!}} style="width: 142px;"{{!}}CLI
{{!}} style="width: 955px;"{{!}}Calling Line Identifier - The number the caller is dialing from (also known as Automatic Number Identification - ANI).
{{!}}-
{{!}} style="width: 142px;"{{!}}Recent Failure Flag
{{!}} style="width: 955px;"{{!}}Indicates if a call has failed. When a call fails, for example due to technical error, a flag is set in the database to True or False. This parameter can only use the True or False logic.
{{!}}-
{{!}} style="width: 142px;"{{!}}Random Percentage
{{!}} style="width: 955px;"{{!}}Used for A/B testing. A specified percentage of calls can be randomly selected to be sent down a new leg of the call flow. The results of this testing can be monitored using the reporting.
{{!}}-
{{!}} style="width: 142px;"{{!}}Last Result
{{!}} style="width: 955px;"{{!}}The outcome of the last call flow block. For example, for a menu this would be the menu choice, or for a self-service task it could indicate if it was completed successfully. This value is set by the speech application.
{{!}}-
{{!}} style="width: 142px;"{{!}}Number of Calls Today
{{!}} style="width: 955px;"{{!}}The number of times the customer has called into this call flow today.
{{!}}-
{{!}} style="width: 142px;"{{!}}Number of Calls in Last Week
{{!}} style="width: 955px;"{{!}}The number of times the customer has called into this call flow in the last week.
{{!}}-
{{!}} style="width: 142px;"{{!}}Number of Calls in Last 2 Weeks
{{!}} style="width: 955px;"{{!}}The number of times the customer has called into this call flow in the lasttwo weeks.
{{!}}-
{{!}} style="width: 142px;"{{!}}Number of Calls in Last 4 Weeks
{{!}} style="width: 955px;"{{!}}The number of times the customer has called into this call flow in the lastfour weeks.
{{!}}-
{{!}} style="width: 142px;"{{!}}Date
{{!}} style="width: 955px;"{{!}}A specified date.
{{!}}-
{{!}} style="width: 142px;"{{!}}Time
{{!}} style="width: 955px;"{{!}}A specified time of day.
{{!}}-
{{!}} style="width: 142px;"{{!}}Date and Time
{{!}} style="width: 955px;"{{!}}A specified date and time of that particular day.
{{!}}-
{{!}} style="width: 142px;"{{!}}Current Day of the Week
{{!}} style="width: 955px;"{{!}}This parameter allows you to select a day of the week. Further logic is required.
{{!}}-
{{!}} style="width: 142px;"{{!}}Opening Hours Rule
{{!}} style="width: 955px;"{{!}}This parameter allows you to select whether an opening hours rule is currently open or closed. No further logic is required.
{{!}}-
{{!}} style="width: 142px;"{{!}}Variable
{{!}} style="width: 955px;"{{!}}Variables can be populated with context from within the same dialog or by integrating with other Genesys or third-party systems.
{{!}}}

====External Variables====
In addition to the built in variables described above, additional customer variables can be used in the rules. These can be:
* Retrieved from a third-party system via a web service.
* Set by the IVR application that leverages this use case. This can be based on caller input, for example.

====Business Rules====
Business rules are applied to the variables to see how they compare to the configured value. The outcome of the business rule determines which personalized treatment applies. Business rules consist of logical comparisons of one variable with predefined values. Examples include:
* Variable ''customer segment'' is equal to VIP
* Current Date is equal to 24.12.2020
* Number of calls in the last week is greater than 3
* Multiple logical conditions can be combined within one business rule so that the treatment is applied only if all conditions are met. There is also the option to apply the treatment if any of the conditions are met. Examples for business rules:
** If Customer Segment = VIP and Number of Calls Today > 1, then route directly to VIP agent
** If Customer Segment = Platinum or Customer Segment = Gold, then play preferred customer announcement
The list below defines the possible options for comparison:
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Name'''
{{!}}{{!}}'''Description'''
{{!}}-
{{!}}{{!}}Equal to
{{!}}{{!}}Compare variable with a value to see if they are equal.
{{!}}-
{{!}}{{!}}Not equal to
{{!}}{{!}}Compare variable with a value to see if they are not equal.
{{!}}-
{{!}}{{!}}Containing
{{!}}{{!}}Compare variable with a value to see if the variable contains the value.
{{!}}-
{{!}}{{!}}Not containing
{{!}}{{!}}Compare variable with a value to see if the variable doesn't contain the value.
{{!}}-
{{!}}{{!}}Matching pattern
{{!}}{{!}}Compare variable with a value to see if the variable matches the pattern in the variable.
{{!}}-
{{!}}{{!}}Not matching pattern
{{!}}{{!}}Compare variable with a value to see if the variable does not match the pattern in the variable.
{{!}}-
{{!}}{{!}}Starting with
{{!}}{{!}}Compare variable with a value to see if the variable starts with the value.
{{!}}-
{{!}}{{!}}Not starting with
{{!}}{{!}}Compare variable with a value to see if the variable doesn't start with the value.
{{!}}-
{{!}}{{!}}Ending with
{{!}}{{!}}Compare variable with a value to see if the variable ends with the value.
{{!}}-
{{!}}{{!}}Not ending with
{{!}}{{!}}Compare variable with a value to see if the variable ends with the value.
{{!}}-
{{!}}{{!}}In list (comma separated)
{{!}}{{!}}Compare variable with a comma separated list to see if the variable is one of the values in the list.
{{!}}-
{{!}}{{!}}Not in list (comma separated)
{{!}}{{!}}Compare variable with a comma separated list to see if the variable isn't one of the values in the list.
{{!}}-
{{!}}{{!}}Between
{{!}}{{!}}Compare variable with two values to see if the variable is between those two values.
{{!}}-
{{!}}{{!}}Not between
{{!}}{{!}}Compare variable with two values to see if the variable is between those two values.
{{!}}-
{{!}}{{!}}Greater than
{{!}}{{!}}Compare variable with a value to see if the variable is greater than the value.
{{!}}-
{{!}}{{!}}Greater than or equal to
{{!}}{{!}}Compare variable with a value to see if the variable is greater than or equal to the value.
{{!}}-
{{!}}{{!}}Less than
{{!}}{{!}}Compare variable with a value to see if the variable is less than the value.
{{!}}-
{{!}}{{!}}Less than or equal to
{{!}}{{!}}Compare variable with a value to see if the variable is less than or equal to the value.
{{!}}-
{{!}}{{!}}Blank
{{!}}{{!}}Check to see if variable is blank.
{{!}}-
{{!}}{{!}}Not blank
{{!}}{{!}}Check to see if variable is not blank.
{{!}}}

====Multiple Rules====
Multiple rules can be added to the business logic for personalized routing so that many different personalized treatments can be handled within the same call flow.
|DistributionLogic=''N/A''
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Improve customer experience by reducing IVR handle time, which in turn improves Net Promoter Score (NPS). Increase self-service by presenting customers with proactive messaging based on context
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Improve first contact resolution by using dynamic menus to more accurately offer the right self-service or route to the right agent
}}
|UCOverview=IVRs have historically been designed to maximize the containment of callers to reduce staffing costs associated with increased call volume, often without a careful assessment of customer experience. This has led to deep and complex IVR menu trees that frustrate customers, create an undesirable customer experience, and result in high opt-out rates. IVR personalization addresses the following:
* Simplifies the menu structure (both depth and within a single menu)
* Presents meaningful options to the caller
* Increases containment and use of the IVR through ease of use and relevance of options
* Increases customer satisfaction through simpler, more relevant navigation and completion of tasks IVR personalization is proven to increase self-service rates and improve customer experience.
|UCSummary=Customers presented with personalized menus and messages are more likely to self-serve. This functional use case lists several types of personalization as follows:
* Proactively play status or balance before presenting any options. For example “Your next order is due to be delivered on Thursday.”
* Proactively offer most likely call reason. For example, “Are you calling about the loan application you have in progress?”
* Personalize menu options. For example, play a mortgage option in the menu only if they have a mortgage, or present a promotion option only if they are eligible.
* Persona-based personalization is the ability to change the wording of input and messages based on language or customer context, such as age.These types of personalization can lead to an increase in self-service rates. They can also improve customer experience by shortening the time spent on the IVR or bypassing self-service based on the context of the customer’s call.The context to drive this personalization can be retrieved from native or from third-party data sources.Personalized IVR can also update customer context so that this information is available across other channels.
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=N/A
|RealTimeReporting=Supervisors have the ability to view interactions in the IVR and see which stage the call is in.
|HistoricalReporting=The Genesys solution provides reports to determine:
# Whether customers were presented with contextual options.
# Whether dynamic menus were presented and if so, whether customers select a self-service option or are transferred to an agent (deflection rates).
# How long customers spent in the IVR.
}}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve customer experience by reducing IVR handle time, which in turn improves Net Promoter Score (NPS). Increase self-service by presenting customers with proactive messaging based on context
 }}{{SMART Benefits
@@ Line 22: / Line 16: @@
 |UCBenefit=Reduce number of callers abandoning while in queue by enabling easier to use IVR.
 }}
 |UCSummary=Customers presented with personalized menus and messages are more likely to self-serve. This functional use case lists several types of personalization as follows:
@@ Line 213: / Line 213: @@
 # Whether dynamic menus were presented and if so, whether customers select a self-service option or are transferred to an agent (deflection rates).
 # How long customers spent in the IVR.
 |RequiresAll=CE02
 |Optional=CE07
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|GeneralAssumptions=*External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service.
 |DocVersion=v 1.0.1
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|ID=
+|UCOverview=IVRs have historically been designed to maximize the containment of callers to reduce staffing costs associated with increased call volume, often without a careful assessment of customer experience. This has led to deep and complex IVR menu trees that frustrate customers, create an undesirable customer experience, and result in high opt-out rates. IVR personalization addresses the following:
-|Title=
-|Offering=
+*Simplifies the menu structure (both depth and within a single menu)
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 9: / Line 12: @@
 |UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Improve first contact resolution by using dynamic menus to more accurately offer the right self-service or route to the right agent
 }}
 |UCSummary=Customers presented with personalized menus and messages are more likely to self-serve. This functional use case lists several types of personalization as follows:
@@ Line 23: / Line 28: @@
 *Personalize menu options. For example, play a mortgage option in the menu only if they have a mortgage, or present a promotion option only if they are eligible.
 *Persona-based personalization is the ability to change the wording of input and messages based on language or customer context, such as age.These types of personalization can lead to an increase in self-service rates. They can also improve customer experience by shortening the time spent on the IVR or bypassing self-service based on the context of the customer’s call.The context to drive this personalization can be retrieved from native or from third-party data sources.Personalized IVR can also update customer context so that this information is available across other channels.
 |PainPoints=* Low self-service adoption
 * Unable to identify customers to provide a personalized experience
@@ Line 38: / Line 42: @@
 * See context for transfer to an agent
 * If no personalized treatments, then continue with IVR application
 |MaturityLevel=Defined
 |SellableItems= For additional personalization Genesys recommends this use case in conjunction with Genesys Customer Authentication (CE07) for PureConnect. PureConnect: Voice XML Interpreter, Intelligent Automation Omnichannel Self-Service,  Intelligent Automation Omnichannel Self-Service - HA (Optional), PureConnect: Secure Input IVR (Optional), PureConnect: Speech Recognition Services (Optional), PureConnect: MRCP ASR Feature License (Optional), PureConnect: Interaction Speech Recognizer (ISR) (Optional), Interaction Speech Rec Tier 1  - Base Language, Interaction Speech Rec Tier 1  - Additional Language, Interaction Speech Rec Tier 2  - Base Language, Interaction Speech Rec Tier 3  - Additional Language, PureConnect: Interaction Text-To-Speech (ITTS) (Optional), ITTS Base Langage, ITTS Additional Language, PureConnect: Interaction Attendant Remote Data Query (Optional), PureConnect: Secure Input IVR (Optional)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Client has web services accessible
@@ Line 48: / Line 49: @@
 * Genesys Intelligent Automation uses Nuance ASR and TTS for Speech enablement
 * Genesys Intelligent Automation requires PureConnect Voice XML Interpreter Server
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Client has web services accessibleClient provides access to application to validate customer identity
@@ Line 205: / Line 205: @@
 ====Multiple Rules====
 Multiple rules can be added to the business logic for personalized routing so that many different personalized treatments can be handled within the same call flow.
 |DistributionLogic=''N/A''
 |CustomerInterfaceRequirements=N/A
@@ Line 215: / Line 214: @@
 # How long customers spent in the IVR.
 |GeneralAssumptions=* External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service.
 |RequiresAll=CE02
 |Optional=CE07
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=N/A
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=N/A
 }}
 |DocVersion=v 1.0.1
 }}

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