Customer eXPerience Solution leverages a Real-time Intelligent, Conversation and interaction management Engine (RICE) to add conversational tacit intelligence to customer interactions, in real-time. In addition to functioning as a relevance-based system, displaying key offers applicable for the customer, it factors new information in real-time, adjusts to prompts and intelligently participates in customer interactions, simulating real human conversation.
The solution assimilates structured, unstructured, real-time and offline data, through multiple channels and interactions. It remembers behaviors, makes assumptions, understands contexts, seeks answers, and answers queries as well. This ensures that customer interactions across channels are contextual and personalized, with a keen focus on right-talk enabled right-sell. The solution effectively institutionalizes customer relationships with the bank instead of with agents of the bank. It arms the business with a sustainable competitive edge through the consistent delivery of ‘business-class’ customer experience, with price parity.
Key Modules
- Real-time Intelligent, Conversation and interaction management Engine (RICE)
- Advisor
- Relationship Manager One View
- Operations Manager
- IntelliQ
- Internet Agent
Business Benefits
Robust Cross-sell Framework
The solution enables smart customer engagement, ensuring that all interactions across channels and people are contextual and in real-time, supported by tacit information and data from unstructured and offline sources, as well. This effectively sustains true relationship banking, providing a robust framework for cross-sell opportunities.
Greater Service Efficiency
With Customer eXPerience Solution institutionalizing customer relationships with the bank, instead of with agents of the bank, new relationship managers can add value in their roles, after a minimized latency period. It helps them clearly focus on areas of concern and take suitable and timely action. Response time to customer requests is also greatly minimized.
'Business Class’ Customer Experience
Customer eXPerience Solution provides instant customer recognition, reduces the average handle-time call hold, lowers call transfer counts and empowers relationship managers to consistently perform with greater relevance, thereby enhancing the service experience for customers.