Expected Benefits
- Support for designing efficient and smooth channels from the customer’s perspective
- Optimization of resource management with automation that utilizes AI
- Support for self-resolution by users through the utilization of AI and feedback loops and continuous improvement of FAQs
Key Points of Our Service
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POINT01
Designing of channels from the user’s perspective
Not all end users are wanting to talk to an operator on the phone. Bewith organizes FAQs based on user attributes and their reasons for calling in order to design optimal channels.
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POINT02
Smooth transfer from AI to humans
Corporate-oriented DX, such as IVRs that do not connect and chatbots that do not solve problems, will not lead to solving the problems users have. We will structure a flow where first the problem will try to be resolved with AI, but then smoothly be transferred to an operator if it cannot be resolved with AI.
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POINT03
Support for self-resolution through FAQ improvement loops
AI and evaluation data from operators will be utilized to continuously improve FAQs. This will make it possible to provide FAQs based on users' needs and also increase the rate of problems that can be resolved with AI. As a result, a reduction of the number of calls can be realized without compromising the customer experience (CX).
Related Services
Implementation Steps
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01
Analysis of call reasons
We will identify the reasons why end users are calling.
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02
Analysis of FAQs and website
We will review client’s publicly available information and determine whether the FAQs or website is insufficient.
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03
Analysis of channels
We will conduct a hearing of call reasons and the structure of your center to propose an optimal design for the channels.
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04
FAQ consulting
If you will be utilizing AI, such as by implementing an AI-chatbot, we will rewrite the FAQs to make it easier for the AI to display.
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05
Confirmation and improvement of channel leads
We will analyze the actual number of incoming calls and call reasons and make adjustments to the optimal channel design while looking for areas for improvement.