Interazione con i clienti interfacce digitali - Michele Savino Senior Business Analyst Enterprise Online Experience - Swisscom

Interazione con i clienti
interfacce digitali
Michele Savino
Senior Business Analyst
Enterprise Online Experience

Quale sarebbe il posto migliore per iniziare una
              nuova esperienza digitale?

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Dati                           Integrazione                        Processi
       3 sistemi di Ticketing         Ca. 90 eServices da integrare   Crescita storica di complessità e
  2 sistemi di Mobile Fulfillment             con il portale             dipendenza tra sistemi e
> 40 sorgenti dati per l’inventario       Online Business Center                   processi
      3

«Insieme a la semplificazione
 dei prodotti ENT e la gestione
 efficiente dei progetti, l’online
    experience é una delle 3
priorità per Swisscom Enterprise
            nel 2018»
                  Urs Lehner,
     Head of Swisscom Enterprise Customers

La preferenza dei Clienti sono i canali tradizionali
             ≈1 Mio di Service Request p.a.
           70% via email e 30% via telefono

           ≈ 600’000 Login esterni Online p.a.

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Cosa dicono i nostri Clienti
     „Beh, non sto dicendo che non funziona, ma è poco intuitivo e
     lento. Una telefonata è molto più veloce".

     „L'extranet è vecchia, lenta e l’informazione è obsolete. Non
     corrisponde a l‘immagine di Swisscom".

     „Anche se vado nell'extranet ogni mese, devo sempre cercare il
     posto giusto, non importa cosa voglio fare“

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Una Customer Experience non   efficace
           Cosa dicono i nostri Clienti    causa

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A quali cambiamenti stiamo lavorando?

      Design             Search          Intelligent       Data driven
    Experience         Experience       Experience         Experience

Human Centric Design   Search Engine   Chat / Voice bot   Embedded Analytics
                                                              (Tableau)

         8

Design Experience

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Come abbiamo migliorato la Design Experience?
                                            Navigazione intuitiva

                                                                    Design moderno

                           Uso di “whitespaces”

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Demo Search Experience

     Online Inventory

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Intelligence Experience

     Mailbot

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Case: Routing to an agent
Maria is contacting the customer service through e-mail. A few days ago she
ordered a new router, unfortunately the router was delivered defect.

Case: Routing to an agent
Language    Classification    Triage      Answer      Feedback

                  Hello,

  English         my name is Maria Lauper.
                  I had a defect router delivered to me.
                  My address is: Mayweg 8, 3007 Bern, Schweiz. My
                  customer ID is: 987654321.
                  Can you help me, please ?

            Initially, the Artificial Intelligence determines the language of
            the service request. Optimized for the Swiss market, the AI
            recognizes German, Swiss dialect, French, Italian as well as
            English.

Case: Routing to an agent
Language    Classification   Triage     Answer     Feedback

                  Hello,

  Name            my name is Maria Lauper.
Context           I had a defect router delivered to me.
Address           My address is: Mayweg 8, 3007 Bern, Schweiz. My
Client ID         customer ID is: 987654321.
                  Can you help me, please ?

            The AI, which has been trained beforehand with labeled data,
            analyses each word, tags the most relevant ones and classifies
            the customer request to one of the predefined request types.

Case: Routing to an agent
Language   Classification     Triage    Answer     Feedback

                                                    Creating a ticket
                                                    and foward
                                                        foward toto agent
                                                                    agent

                                                    Forward to a specialist
                                                    with enrichment

  Mail       Classification                         Auto Reply
                                                    via mail

           After step two, the AI has classified the request. Based on the
           request type a ticket is created and automatically assigned to
           the appropriate agent."

Case: Routing to an agent
Language    Classification   Triage    Answer   Feedback

      Hello Maria,

      my name is Anna Agent,
      I apologize for the inconvenience. I arranged
      the delivery of a new router for tomorrow to
      Mayweg 8, 3007 Bern, Schweiz.
      Is there something else I can do for you?

       Maria gets a e-mail from an Agent.

Case: Routing to an agent
Language    Classification      Triage          Answer           Feedback

                                                                            x
                                     Dear Agent,
                              was this request directed
                             to the correct department?

                              Yes:

                              No:
                                     Billing   Sales Marketing

       Finally, the agent is asked to provide feedback regarding the
       correctness of the routing the AI performed. This way the
       AI continuously learns and improves its accuracy.

Demo Intelligence Experience

     Voice

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Data Driven Experience

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SLA Reports               Service Reporting Online           Tableau               E2E Realtime
      (oggi)                      (fase pilota)            (futuro prossimo)          (Visione)

                                         Analisi     Analisi
                                         reattiva    proattiva

                 Reporting                                Analisi                End to End

               Visualizzazione                         Correlazione            Patterns & Rules

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Le nuove tecnologie nascono per rispondere ai
                   bisogni del cliente.
     Possono essere utili per migliorare la customer
                       experience,
              purché siano attuate ai fini
                  espresse dal cliente.

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Grazie
Michele Savino
Senior Business Analyst
Enterprise Online Experience
Michele.savino@swisscom.com