Читать книгу Digital Customer Service - Rick DeLisi - Страница 32

DCS creates a natural opportunity to build a bridge between the service team and the digital team. Because analytics are now gathered within a single engagement format (instead of separately by interaction type) most companies discover that they can spot efficiency opportunities earlier. By learning the exact moments within a given process or interaction where customers are likely to need assistance, bots can be quickly adjusted to intervene before the customer even realizes they need help.

Plus, with agent-assistant bots proactively offering suggested next steps to the frontline and providing instant solutions for customer issues, reliance on supervisors will decrease correspondingly. Imagine if the role of supervisor were to transform into becoming a true mentor role instead of being a glorified tier II agent.