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
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
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 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
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.
About Coeus
