Difference between revisions of "CE31/Canonical"
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|SolutionCategory=CE | |SolutionCategory=CE | ||
|Solution=Self-Service and Automation | |Solution=Self-Service and Automation | ||
| − | |Title=Genesys | + | |Title=Genesys Chatbots |
| − | |Subtitle= | + | |Subtitle=Use chatbots to automate customer conversations and seamlessly handover to a chat agent when needed. |
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{{SMART Canonical | {{SMART Canonical | ||
|PlatformChallenge=Many support conversations with customers are repetitive — frustrating both to customers and to support personnel. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction. | |PlatformChallenge=Many support conversations with customers are repetitive — frustrating both to customers and to support personnel. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction. | ||
| − | |PlatformSolution=Blended AI | + | |PlatformSolution=Blended AI chatbots automate natural language conversations, even across channels. Genesys blended chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback<sup>1</sup> during or after hours. |
| − | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/ | + | |
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| + | <sup>1</sup>''Callback option is available for PureEngage only.'' | ||
| + | |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0cd99598-9d44-41b7-8891-c768da389418/0 | ||
|BuyerPersonas=Chief Financial Officer, Head of Customer Experience, Head of Customer Service | |BuyerPersonas=Chief Financial Officer, Head of Customer Experience, Head of Customer Service | ||
|QualifyingQuestions=1 Do you want to increase NPS while saving on contact center expense? | |QualifyingQuestions=1 Do you want to increase NPS while saving on contact center expense? | ||
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4 How are you measuring the success of automation changes? | 4 How are you measuring the success of automation changes? | ||
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{{SMART Benefits | {{SMART Benefits | ||
Revision as of 17:15, January 24, 2019
Contents
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 Chatbots |
Use chatbots to automate customer conversations and seamlessly handover to a chat agent when needed. |
Customer Engagement |
Self-Service and Automation |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Many support conversations with customers are repetitive — frustrating both to customers and to support personnel. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction.
Platform Solution: Blended AI chatbots automate natural language conversations, even across channels. Genesys blended chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback1 during or after hours.
1Callback option is available for PureEngage only.
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 |
|---|---|
| Improved First Contact Resolution | Bots identify customers and context, then present choices fitted to expected activity. |
| Improved Net Promoter Score | Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes |
| Reduced Volume of Interactions | Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests |
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Chief Financial Officer
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
1 Do you want to increase NPS while saving on contact center expense?
2 Do you think that some customer issues could be effectively resolved without talking to an agent?
3 Are you having success with automating responses using your teams to analyze the gaps, or could they use some help?
4 How are you measuring the success of automation changes?
Pain Points (Business Context)
Desired State - How to Fix It