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Conversational AI to protect buyer expertise


Within the period of velocity and consistency, many service suppliers within the connectedness business take care of a major variety of calls associated to community outages. Their lack of ability to foretell these outages and proactively notify the shopper ends in buyer dissatisfaction.

Proactive outage notifications, if not triggered rapidly, have a cascading impression:

  • Large name spike involved heart will increase buyer wait-time
  • Buyer dissatisfaction decreases NPS scores
  • OpEx rises for the contact heart
  • Reputational loss will increase the switching propensity of shoppers

To beat these challenges and enhance NPS, service suppliers should auto-identify the outages, and schedule notifications proactively. They want an clever central platform able to orchestrating seamless conversations between the contact heart and clients. That is established by implementing a “Two-way conversational Framework”. The steps concerned are:

Step 1: Auto-identification of outage info

Construct a unified outage monitoring dashboard to seize and categorize related outages. That is completed as proven:

Determine 1: Auto-identification of outage info

  • Construct an Outage Monitoring Dashboard: This resolution pulls outage info capturing the node/gadget particulars from varied monitoring programs
  • Extract information from the Outage Monitoring Dashboard: RPA BOT fetches particulars of the impacted nodes from the Outage Monitoring Dashboard
  • Replace information to the outage database: RPA BOT updates the extracted particulars into the database the place they are often validated, scheduled, monitored, and notified to the purchasers

Step 2: Schedule Notification

Carry out automated validation of outages with the next entities:

Outage Database

  • Use the RPA BOT to watch and seize the Impacted Node ID/Machine identify within the outage database
  • Validate the extracted info primarily based on outlined standards utilizing RPA BOT 
  • Leverage the extraction BOT to replace the database and notify the Notification BOT 
  • Fetch the required particulars from the outage database utilizing the Notification BOT to proceed additional

CRM Database

Leverage RPA BOT to fetch buyer contact particulars from the CRM database primarily based on extra info extracted from the Monitoring device like Buyer Title, Buyer Contact Quantity

Discipline Technicians

Validate the outages by sending notifications to the related stakeholder and getting a affirmation, for instance, confirming an outage with a technician from a selected area.

Submit validation, use the RPA scheduler to arrange and assign RPA BOTs to inform the impacted clients primarily based on the Expertise (Copper, Fiber, Cable), Influence frequency, and Geographical location. 

Configure RPA BOT to set off communications as beneath:

  • Outage Notification – Ship the notification as soon as the service interruption is recognized
  • Replace Notification – Ship the notification primarily based on the Estimated time to resolve (ETR) supplied by the upkeep crew
  • Decision Notification – Ship the notification when the service is up

The diagram depicts the LivePerson conversational AI engine used to schedule notifications to clients. 

Determine 2: Scheduling notifications utilizing LivePerson

Step 3: Notify and interact with clients utilizing a conversational AI BOT

Combine RPA BOT with the conversational AI engine to ship notifications to clients after the outage has been recognized. It offers seamless updates to the top clients on the service interruption and backbone standing. The bot can carry out two-way conversations if the shopper has further queries utilizing conversational AI.

Determine 3: Illustration of to-and-fro communication between Conversational AI Bot and buyer throughout community outages

The conversational AI bot handles all easy and commonplace queries raised by clients like billing and many others. For extra complicated questions, e.g., associated to community points, the Dialog AI Bot seamlessly transfers the question to a Dwell Agent with out impacting the buyer chat expertise.

Suggestion: Develop a conversational BOT utilizing instruments like Google CX/Dialog move CX/IMB Watson/LivePerson to ship notifications. 

In conclusion

With the profitable implementation of the clever community outage prediction and two-way conversational AI framework, service suppliers within the connectedness business can obtain the next advantages:

  • 54% discount in calls associated to outages
  • 25% discount in the price of the operations
  • Enhance agent productiveness 
  • Enchancment in NPS

I recognize the efforts of my colleagues Munendra S, Karthick J, Manikandan R, Venkatesh P, and Deesha Chaware for his or her contributions and steady assist in compiling this text.

By Ramanan GV

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