xsell’s smartbot: supercharge your bot · supercharge your bot. customer self-service: customers...
Post on 16-Sep-2020
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Smartbot utilizes chatbot and RPA technology to recognize a customer's intent, identify the appropriate solution, and execute it in the most e�cient manner. It also enables the human workforce to handle more complex and high-value tasks through automation of their interactions with third-party systems and an overall lighter workload. SmartBot’s automated solution ensures a streamlined ramp to pro�ciency and a dramatically improved retention rate for agents, in addition to increased value captured at a lower cost in every interaction. As customers engage with SmartBot, it continuously improves and expands the scope of requests and conversations it can handle.
XSELL’s SmartBot:Supercharge your
bot
SOLUTIONS OVERVIEW
SUPERCHARGE YOUR BOT
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Customer self-service: Customers can engage with SmartBot to get their inquiry resolved, freeing up the human workforce for more complex and high-value tasks.
Task assistance for staff: Execute any back-end tasks during a customer call, enabling agents to focus on providing a better customer experience and signi�cantly reducing resolution time.
Targeted Proactive: Identify potentially high-value customers on the purchase path, based on behavioral analyt-ics, and proactively engage them.
Value Capture: SmartBot captures lost value by resolving large volumes of tedious inquiries with more straightforward pathways of resolution, which enables your team to focus their human resources on high-value, complex inquiries.
SMARTBOT BENEFITS
Filter out low-value driving engagements and actively engage high-value customers at the right time.
Increase revenue, conversion rate, customer satisfaction, and agent e�ciency.
Improve agent ramp to pro�ciency and reduce agent turnover rates.
Eliminate repetitive and labor-intensive tasks.
PROBLEM
Current methods in chat and phone customer service are cost-ine�ective. Oftentimes the customer’s request and the necessary solution are straightforward, yet current ways of addressing these issues are ine�cient. For example, accessing complex third-party systems leads to an inability to o�er a �rst-contact resolution, thus creating customer dissatisfaction. On top of high turnover rates and a slow ramp to pro�ciency, the high labor costs often outweigh the value returned.
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