Digital Experiences

Trend 1: Conversational customer service and experience augment user experience

Enterprises once relied on traditional channels like e-mails, the web, and SMS messages to facilitate the digital experience. But these siloed channels forced customers to complete their interactions within a single channel. The need for collaboration led to new communication channels like Microsoft Teams and WhatsApp Business, which removed the silos and created a consistent omnichannel experience. Demands for a personalized experience have led to more interactive conversations between customers and fulfillers through these channels. Powered by interactive chatbots and integrated across modern channels, traditional customer care centers are evolving into customer experience centers. This is good for employees and customers.

Contact centers still deal with a dissatisfied and disengaged workforce – primarily due to the lack of efficient tools that empower agents with the right knowledge and behaviors. With new technology, customer experience centers can automatically analyze voice data to generate insights that can detect a customer issue in its infancy. AI-based systems help employees access holistic customer data, generate real-time transcriptions for smoother transfers, understand customer's tone and intent, and identify learning requirements.

A major telecom company, in partnership with Infosys, built a cognitive chatbot solution for automated query resolutions and better collaboration across its global tax audit team. For the firm's chatbot system, Infosys implemented the multichannel IBM Watson with Genesys solution. The firm also utilized Amazon Connect (an AWS CCaaS Platform) to modernize its contact center.

Digital Experiences

Trend 2: Enterprises quickly enhance user experience with micro-feedback and nudges

Managing customer feedback and preferences via digital experience management fosters customer satisfaction and new business opportunities. The customer experience center has become a customer engagement center with proactive nudges, which combines the customer's data elements, past interactions, and current preferences. This new customer engagement framework allows enterprises to timely address and resolve a customer's requirements.

A UK-based consumer goods company partnered with Infosys to reimagine the digital experience through a cognitive-first approach. Moving away from traditional channels like e-mails, the digital experience is now powered by the Live Enterprise Application Management Platform, along with Digital Brain, to bring in a proactive nudge framework for various personas. The agents working on top of a knowledge graph drive intelligence with personalized experiences for different roles.

Digital Experiences

Trend 3: More immersive experiences for field service operations

Technologies such as IoT, AR, and VR have become game changers for field service operations. VR solutions efficiently train engineers and AR solutions provide right information to them during field visits, making it easier to fix issues and avoiding multiple visits. AR solutions also ensure that precious knowledge is kept in-house while making new engineers more productive in the shortest duration. In this paradigm, details of target hardware components can be displayed on a smartphone, tablet, or wearable glass device. AR-component infused applications increase first-time resolution rates by offering contextual help in real time.

A multinational conglomerate, in collaboration with Infosys, developed an AR/VR-driven field services operations solution. The firm produces fire, HVAC, and security equipment for buildings. The solution extracts and displays details about field equipment to field engineers, enabling better equipment maintenance and issue resolution.