Interazione con i clienti interfacce digitaliMichele Savino

Senior Business Analyst

Enterprise Online Experience

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Quale sarebbe il posto migliore per iniziare una

nuova esperienza digitale?

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Processi

Crescita storica di complessità e

dipendenza tra sistemi e

processi

Dati

3 sistemi di Ticketing

2 sistemi di Mobile Fulfillment

> 40 sorgenti dati per l’inventario

Integrazione

Ca. 90 eServices da integrare

con il portale

Online Business Center

«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

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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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„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“

Cosa dicono i nostri Clienti

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Cosa dicono i nostri ClientiUna Customer Experience non efficace causa

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A quali cambiamenti stiamo lavorando?

Design

ExperienceSearch

Experience

Intelligent

ExperienceData driven

Experience

Human Centric Design Search EngineChat / Voice bot Embedded Analytics

(Tableau)

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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

Case: Routing to an agentMaria is contacting the customer service through e-mail. A few days ago she

ordered a new router, unfortunately the router was delivered defect.

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.

Hello,

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 ?

Classification FeedbackTriage AnswerLanguage

English

Case: Routing to an agent

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.

Hello,

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 ?

Classification FeedbackTriage AnswerLanguage

Context

Address

Client ID

Name

Case: Routing to an agent

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."

Classification FeedbackTriage AnswerLanguage

Mail Classification

Creating a ticket

and foward to agent

Forward to a specialist

with enrichment

Auto Reply

via mail

Creating a ticket

and foward to agent

Forward to a specialist

with enrichment

Auto Reply

via mail

Case: Routing to an agent

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?

Case: Routing to an agent

Maria gets a e-mail from an Agent.

Language Classification FeedbackTriage Answer

Case: Routing to an agent

Dear Agent,

was this request directed

to the correct department?

x

Billing

No:

Yes:

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.

Language Classification FeedbackTriage Answer

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Demo Intelligence Experience

Voice

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Data Driven Experience

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Analisireattiva

Analisi proattiva

SLA Reports(oggi)

Service Reporting Online(fase pilota)

Tableau(futuro prossimo)

E2E Realtime(Visione)

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.

GrazieMichele Savino

Senior Business Analyst

Enterprise Online Experience

Michele.savino@swisscom.com