Exponential-e Contact Centre Business Consulting: AI and Automation Assessment Package
The Exponential-e AI and Automation Assessment for businesses helps to map out the most impactful, viable and appropriate customer journey types for AI optimisation. Whether you are taking the first step into AI and automation or whether you are further along the journey and need help realising the full potential in the contact centre, our process shines a light on the opportunities for your business.
Our packaged assessment is designed to be a ‘light touch’ initial engagement and will demonstrate the value of working with Exponential-e to optimise your customer experience using AI and automation technology. As such, these steps have been streamlined to fit within the following format:
Half Day Workshop:
This will cover steps 1-3 of the process and will be attended by one of Exponential-e’s lead contact centre specialists. A pre-workshop questionnaire will be sent in advance of the workshop to capture basic information.
Half Day Live Observation:
This will validate and support the information derived from the workshop and potentially uncover further automation opportunities.
1 Hour Playback Session:
This will cover steps 4 and 5 of the process and will be delivered by the lead Exponential-e consultant. At the end of this session we will present our suggested next steps should you wish to proceed with any of our recommendations.
Our AI and Automation Assessment follows five important steps:
1. Discovery
This step is about understanding the following with the purpose of identifying, quantifying and verifying all of the tasks that are managed within contact centre:
Overview of the business including structure, teams, customers, goals and vision
Overview of demand including contact triggers and channels (i.e., call types)
Contact centre performance including service levels, CSAT and financial metrics
2. Identification of Candidate Journeys for AI and Automation
Following step 1, we then identify a manageable number of interaction types which could be optimised by leveraging AI and automation. Here we look at each phase of the interaction and look for where we can make a positive impact on efficiency, customer and agent experience. For example, this could be:
During the first phase of the interaction where a bot could capture a customer intent or perform basic customer identification and verification.
During the middle phase of the interaction where AI could proactively push information relevant to the interaction to the agent to save time manually searching.
In the wrap / after call work phase of the interaction where we can use bots to automate manual tasks such as creating call notes or creating case updates in multiple systems.
3. Playback and Validation of Candidate Journey Types
In line with good practice, Exponential-e will then play back our understanding of what happens during the interactions we've identified as AI and automation candidates before moving to step 4.
4. Build Demo and Content for AI optimised Journeys:
During this step we will build a demonstration to showcase the impact AI and automation would have on the interaction types we identified in step 2. We will also map out the technical dependencies including data required and points of integration.
5. Build Business Case Report:
If required we will provide estimates using data gather through the process, together with industry benchmark data, for metrics that you can use for the purposes of building a business case for AI and automation.
