CCW Market Study
Case Studies
Emerging Customer Expectations Drive New Technology Trends
Improving Customer Experience by Reducing Customer Effort
Driving Competitive Advantage by Harnessing AI
Implementing Automation as an Agent Assist Tool
Applying Customer Experience Design Principles
Augmenting Agent Capacity and Reducing Agent Attrition
Emerging Customer Expectations Drive New Technology Trends
More with less! That is the theme of our current society. Consumers feel time-pressured to get more done in less time. Customer Contact Centers face the need to answer more calls with fewer agents. Allowing customers and employees the ability to quickly find answers, resolve issues, and/or complete a transaction are requirements for customer satisfaction in 2022. Businesses face a surge of customers wanting 24/7 access to information without the need to wait on an agent to assist them.
The customer journey has evolved. Across industries, organizations adapt their customer experience paradigms or face losing customers to organizations that embrace the reality that customers expect immediate information at their fingertips. This new way of doing business must explore ways to mimic traditionally in-person and in-store customer experiences online. As more organizations work to keep up in this fast-paced, quickly changing landscape, a surge of hybrid experiences, including video-based “chat” between store/branch-based employees and digital customers has become reality.
As customers are less restricted by channels, organizations must follow suit. Supporting increasingly fluid and hybrid customer experiences will require more flexibility in terms of managing technology and human resources. Organizations will shift from focusing on customer experience across channels to focusing on effectively serving customer needs across three interaction modes: self-service, automated, and person-to-person.
Coeus combines a customizable, easy-to-use user interface with AI to provide the experience your customers demand.
Improving Customer Experience by Reducing Customer Effort
Some companies don’t have the capacity to respond to customer requests and complaints and struggle to provide a uniform level of customer support. Customer experience includes the following:
Customer Churn: 67% of customer churn is preventable if firms resolve issues the first time they occur.
Customer Care: 73% of customers stick with a brand where friendly employees or customer service representatives make for a memorable experience.
Contactless Journey: Customers need alternatives to usual services, putting a priority on contactless solutions.
Easily Accessible Information: Pervasive access is crucial no matter the time or place.
Coeus’ value lies in its ability to resolve a high number of customer questions or issues without the need for human interaction. Coeus can be accessed via any device using the customer’s preferred communication method – voice or text. By “speaking” your customers language, via multi-lingual dialogues, in the mode they prefer on any device, Coeus provides accurate, quick answers to most customer questions. When Coeus cannot provide the answer or resolve the issues, the transition to a human agent is quick and seamless for the customer.
Driving Competitive Advantage by Harnessing AI
Coeus is an artificial intelligence-based assistant that provides your business with intelligent answers for customers, agents, and employees. Built on a proven framework, Coeus automates routine to complex inquiries for direct access from your customers. Coeus integrates with your business systems and knowledge bases to provide in-depth and consistent responses using natural language, allowing interactions based on your users’ preferences and devices. Using AI, Coeus learns over time to provide a rich customer experience while reducing operational costs and expanding safe, virtual interaction with your business.
- Enable agents to serve your customers – faster
- Increase the speed of onboarding new agents
- Engaging self-service experience with consistent, up-to-date answers
Over half of consumers say that the main reason they cannot resolve an issue on their own is because there is too little information online. By using AI, Coeus can access more of your knowledge content in a rapid way to quickly return that information to your customers in easily understood wording in their own language.
Click here to learn more about Coeus or contact a DFS representation directly to discuss how we can assist you.
Implementing Automation as an Agent Assist Tool
Coeus is an industry-agnostic tool that can provide assistance, consistency, and operational expense savings to a traditional call center setup. Coeus can also provide call deflection in companies where the ratio of employees to HR personnel is high.
Call centers today face overwhelming numbers of calls. This, coupled with high agent attrition, is costing your business unnecessary expense. Using Coeus as an agent assist tool allows your agents to look up information for your customers faster while also providing consistent answers across all agents. No longer will the agents have to search through multiple applications and knowledge stores to prepare a response.
Coeus will comb the information across the sources and provide it back in one seamless response. The ease of use of our user-friendly interface and multi-system access via one inquiry makes training new agents faster, resulting in less training time and faster hire-to-productive use for agents. Through interaction with your call center/customer service agents, Coeus will:
- Reduce training time for new agents
- Decrease call times leading to shorter wait times
- Orchestrate the use of existing systems
- Provide a solution in as little as 6 weeks
Applying Customer Experience Design Principles
As more and more consumers prefer virtual chats over traditional phone interactions, companies are struggling with quick, consumer-friendly virtual assistants. Young people entering the workforce or heading off to college are comfortable with technology and impatient with waiting on a live agent to answer their questions. Older people are often frustrated by automated phone services that can’t understand their spoken answers causing them to repeat the same information more than once. Call center agents are frequently required to pull information from multiple sources, reading and aggregating it to determine the answer for the irate customer holding on the line. This can lead to incorrect and inconsistent information being provided to your constituents.
DFS has created a platform on top of IBM Watson Assistant to relieve these issues. To implement our application for the best results within your company, we begin each implementation with a Design Thinking Workshop. During the workshop, we bring in those stakeholders who deal directly with your customers. If you wish, we can include some target customers. We explore current pain points and future expectations based on the customers’ needs. We feel very strongly that the voice of the customer must be heard before we do any set-up or build of Coeus to provide the optimal results for your company’s success in the customer service experience.
Augmenting Agent Capacity and Reducing Agent Attrition
Amazing technologies are emerging that are changing the dynamics of customer service. These technologies, such as social media for customer service, self-service portals and customer journey mapping will help firms deliver the best experience possible. Use of technology to provide agent-less information to the customer can greatly reduce the burden on agents, but it’s likely the industry will always need to have friendly staff available to add that human touch.
Balancing the correct staffing for agents while stemming attrition will continue to be an issue for businesses. To augment the agent capacity, Coeus offers agent-assist technology. This feature of our product provides your agents with access to all your knowledge bases/sources through one UI, removing the need to look in multiple systems to find the appropriate customer answer. Use of this Coeus feature provides consistent, up-to-date responses to your customers without requiring extensive training for your agents. Agents are less frustrated, have less training time, and enjoy customer interactions more due to their ability to be more helpful.
About Coeus
Coeus is an AI-enhanced virtual assistant that handles routine to complex inquiries for your customers, business partners, employees, and call center agents. Those questions that require a greater level of nuance and insight can still be escalated to the right people in your organization. Coeus integrates with your business systems and knowledge repositories to provide in-depth and consistent responses using natural language, allowing interactions based on your users’ preferences and devices. Coeus provides a rich customer experience while reducing operational costs and expanding safe, virtual interaction with your business.