The major use cases of Hybrid Workforce for customer service operations that can transform the customer experience.

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Hybrid workforce for Customer Service
Exponential Digital Solutions
transform the customer experience

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Customer Journey
Customer forms of the brand
All the experiences and interactions at every touch point matters
Customer needs, preferences, and issues need to be addressed

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Customer facing robotized solutions
 Calls blocked
 Time in queue
 Call abandonment
 Intelligent voice bots
 Chatbots
Key KPIs Solutions
 First call resolution
 Speed of answer
 Service Level
 Customer Satisfaction
 Agent assisting bots
 Intelligent routing
 Agent monitoring bots
 Call follow up actions
 Occupancy
 Agent assisting bots
 Agent absenteeism
 Agent turnover
 AI based Work Management
 Interaction Analytics

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Potential Use Cases

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Prior to the call
Customers tend to hang up a call hearing a busy tone or due to long wait time
in queue and this experience might be frustrating. This experience might
reflect in the call when they finally reach a human agent. Hence Customer
Service Centre tracks these KPIs. The percentage of inbound callers that
received the busy tone, average time in queue and average call
abandonment Rate play a major role in customer dissatisfaction. These are
common occurrences in the customer service center scenario and has a
detrimental impact on customer retention. This is where Intelligent voicebots
and chatbots come handy. It is expected that conversational interfaces will
create greater changes in customer service function in years to come. Any role
that relies on communication will be improved with a voice interface. These
solutions will eliminate human intervention on simple tasks but with a personal
touch. A voicebot or chatbot can collect basic information to identify the
customer and collate the data from multiple systems to a single place while the
customer is in the queue. When the customer reaches the human agent, the
agent is already enabled with the basic information required to address the
customer and can right away start to fix the issue.

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During call
First Call Resolution is considered the most important KPI related to a
customer’s level of satisfaction with a company. Customers set aside time to
fix an issue and they expect to have their issue resolved the very first time they
reach out to the Service Centers. From Service Center point of view also, this
is important as it helps in avoiding agents getting stuck and burned out at
follow up calls. New age technologies help to bring resolutions in a quicker
way. Agent assisting bots collate and make data available from multiple
system to a single place for agents to serve customers better. This will also
improve the average speed of answer which is another key KPI for Customer
Service function. It is the average time it takes for calls to be answered in the
customer service center during a specific time frame including time at queue.
Intelligent Voicebots helps gathering basic user data and the issues faced
during the wait time so that resolution is expedited. The clock starts ticking for
the agent when he/she starts the interaction which is also a major performance
indicator. All the data from multiple legacy systems and previous calls
available in a single place will help reduce the Handling time. There are
Agent monitoring bots who constantly monitor the call and make the
requests processed in a real time. These bots also helps agents pick up the
details from the previous call history so that customer need not repeat the
issue all over again. Intelligent routing of issues to certain agents based on
prior experience of resolving issues will go a long way in serving the customer
right at the first time. Service Level transformation can be achieved this way
with a hybrid model of Digital workers and Human agents and thus increasing
the Customer Satisfaction.

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After call
In most customer service centers, an agent’s work does not end when they
finish a call. They spend quite a bit of time updating databases, sending emails
and summarizing the same for future records. This increases the Occupancy
rate of the agents while other customers are waiting in the queue to reach a
live agent. Customer Service centers need to think of managing this using a
Bot for completing the tasks after the call.

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Daily planning
Agent Absenteeism and Agent turnover can have a major impact on
Customer Service center scheduling and staffing as well as their bottom line.
These are unavoidable but can be controlled to certain extent. AI based work
management will be helpful to bring down this trend. Based on previous
success rate and the kind of tickets fixed, calls can be routed to a specific
agent with an Agent assisting bot still monitoring and helping the call. This
avoids burn out of customer service agents. Interaction analytics are also
used to improve the performance of each agents by imparting the required
trainings based on gaps identified.

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Exponential Digital Solutions
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