Creating impactful IVR, voice and chat bots starts with a bot strategy
If you know you need to do something, but you’re not quite sure what, or how to justify it. You need a bot strategy. Through our Discovery process we co-create a vision with you, and harness data to build a business case and a phased plan to deliver it.
How it works
We understand and align your customer and business needs and look at your technical environment and roadmap. This allows us to create a vision for Conversational AI in your business that will deliver happy customers and business results in a way that fits with your current and future technical capability.
We can focus on one channel, like IVR, SMS, chatbots or voice assistants, or take a holistic view of how you engage customers in automated conversations.
What we do
You need to own the strategy. We get that. Maybe you can do some of this stuff yourselves. That's great. But an outside in view is invaluable. And a framework to search out and bring together the insights, and build it into a blueprint for success is a big lift. We'll make sure it gets done. With you.
Our Discovery process has been honed over 20 years of experience in this field, and consists of 2 stages: Diagnose and Recommend
Review data from your contact center and existing automation
Conduct focus groups with agents, and review transcripts of customer interactions with agents and existing automated systems.
Review any survey data you have and conduct additional surveys to fill any gaps
- Compare your customer experience with others in your industry
Review current and planned self-service architecture
Asses available data and APIs
Understand the IT roadmap and capacity
Conduct problem framing workshops with executives and subject matter experts (SMEs)
Identify and understand the metrics that matter to you, and what drives them
Understand your positioning, brand and strategy
Understand scope of existing automation
Review your team capability
Inspect design, delivery, measurement and management processes
Demonstrate the problems in the current experience
Outline the features and functions you need to implement
Bring the vision to life with recorded audio, and animated storyboards
A detailed business benefits analysis based on your data
Forecast of the direct, measurable financial benefits
An estimate of costs and timeline to deliver on the vision with your team and partners
Capability gaps you need to fill
Process improvements to focus on
Quick wins you can deliver now
A phased roadmap with ROI for each stage
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