Case Studies
Improving Passengers’ Experiences with Coeus
Easing Information Access for Passengers, Visitors, and Agents
Automating call center responses to improve Customer Experience
Applying Customer Experience Design Principles
Alleviating Stress in Your Call Center Operations
Learn more about Coeus AI Assistant
Improving Passenger Experiences with Coeus
You’re late for a flight and need to know the fastest TSA checkpoint. You’re at the gate and realize you don’t have a phone charger packed. Where is the closest place to buy one? Your flight has just been delayed and you’re hungry. What are the food options near your gate? You don’t want to stand in line to ask questions or directions. This information should be as close as your mobile device. This is where Coeus comes in.
Airports, like any other business, must meet the ever-growing demands of today’s consumers. Consumers feel time-pressured to get more done in less time. Allowing customers the ability to quickly find answers, resolve issues, or complete a transaction are requirements for customer satisfaction in 2022. Businesses face a surge of consumers wanting 24×7 access to information without the need to wait on an agent to assist them.
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 interface with AI to provide the experience your customers demand.
Easing Information Access for Passengers, Visitors, and Agents
Coeus is an artificial intelligence-based assistant that provides your business with intelligent answers for passengers, visitors, and customer service representatives. 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 all customer-focused aspects of your airport.
- Enable agents to serve your customers – faster
- Engaging self-service experience with consistent, up-to-date answers
- Increase the speed of onboarding new agents
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.
Automating call center responses to improve Customer Experience
Coeus is an industry-agnostic tool that can provide assistance, consistency, and operational expense savings to a traditional customer representative call center setup. Call centers today face overwhelming numbers of calls. This, coupled with a high agent attrition, is costing your business great and, often 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 and 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 and Watson Discovery 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.
Alleviating Stress in Your Call Center Operations
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 and datasources through a single conversational user interface, 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 AI Assistant
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.