FINDING THE RIGHT ACTION QUICKLY
Next Best Actions (NBAs) & how they work
The solvatio® AI DECISION COACH empowers your service to do the right things quickly by using Next Best Actions. NBAs leverage all available data to generate data-driven recommendations for action – on all your channels. Artificial Intelligence thus uses customer, network, device, service data and historical success rates to determine the exact action most likely to solve a problem. If this measure does not immediately lead to success, the problem is further narrowed down. Next time, the same problem will be solved in one step – minimizing the execution of non-relevant actions.
“Our AI Decision Coach is proven to achieve 36% time savings per call !”
Our AI DECISION COACH not only makes your service faster, more precise and data-driven. The entire service process becomes more results-oriented and improves with each problem resolution, while the reported problem always remains in focus.
THANKS FOR THE ADVICE, COACH!
Benefits in the call center
AI’s data-driven decision-making provides guidance in the call context. Agents make informed decisions faster and improve KPIs such as AHT, recaller rate, or customer satisfaction (CSAT). At the same time, agents can also make decisions themselves, which the algorithm incorporates if successful. We call this Hybrid Intelligence – your agents train the AI with every solved case. Because a good coach is always open for feedback.
CONSISTENT OMNICHANNEL SOLUTIONS
How the coach fosters consistency on every channel
The AI DECISION COACH is not limited to the call center. On the contrary. It is designed for an omnichannel environment – with the goal of unifying decision making. This means that NBAs are accessible on every channel – not only for agents in the call center, but also for customers in self-service, in the chatbot or for technicians in field service. Through the central knowledge base, every solved case on every channel contributes to the overall service quality: Long-term optimization that scales on all your channels.
solvatio® AI DECISION COACH facts
- Data-driven recommendations for action scored by AI
- Provides guidance for call center agents
- Scales on every customer service channel
- Long-term optimization based on success rates
- Aligns customer service quality on all your channels
- Open to collaborate with data lakes & external algorithms
A GOOD COACH SHARES HIS WISDOM
The solvatio® AI DECISION COACH is fully open to collaborate
But the solvatio® AI DECISION COACH doesn’t just enable you to get the most out of your data and use it to create better customer experiences. It’s also open to collaborate with data lakes or external algorithms. Not only can you integrate every data source you want. You can make insights from your service accessible and usable everywhere in your organization.
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We connect what defines you. We enhance it with data-driven technologies and automations. And we enable you. To shine in a true omnichannel environment. Have a look! See our solution in action.