Difference between revisions of "CE31/Canonical"

Revision as of 15:43, May 27, 2021

Administration Dashboard

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

Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Chatbots	Use chatbots to automate customer conversations and seamlessly hand over to a live agent when needed.	Customer Engagement	Self-Service and Automation	No draft	GenesysCloud GenesysEngage-onpremises PureConnect

Canonical Information

Platform Challenge and Solution

Platform Challenge: Many customer service, sales or support conversations with customers are repetitive — Frustrating both for customers as well as employees. If these conversations can be automated at the point of contact, it would save agents a lot of time and significantly improve customer experience

Platform Solution: Chatbots automate natural conversations across digital channels. 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 Genesys Engage 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)

Increasing interactions on digital channels
Low first contact resolution rates
Generic customer experience across all customers
High online purchase abandonment or lack of assistance
Increasing repeat contacts
Customer having to queue for a long time for chat agents
No seamless customer experience across channels

Desired State - How to Fix It

Introduce self-service through chatbot
Pass conversation history when handing over to an agent
Offer callback outside of business hours
Personalized interactions for customers based on natural language understanding
Context-aware chatbot to assist purchase process or service requests
Better user experience based on customer context

@@ Line 3: / Line 3: @@
 |Solution=Self-Service and Automation
 |Title=Genesys Chatbots
-|Subtitle=Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.
+|Subtitle=Use chatbots to automate customer conversations and seamlessly hand over to a live agent when needed.
 }}
 {{SMART Canonical
-|PlatformChallenge=Many customer service, sales or support conversations with customers are repetitive — frustrating both to customers and to employees. 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 customer service, sales or support conversations with customers are repetitive — Frustrating both for customers as well as employees. If these conversations can be automated at the point of contact, it would save agents a lot of time and significantly improve customer experience
-|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.
+|PlatformSolution=Chatbots automate natural conversations across digital channels. 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.
 <sup>1</sup>''Callback option is available for Genesys Engage only.''