Automate interaction processing

Automating the processing of simple and recurring queries allows advisers to manage complex customer interactions or carry out proactive actions, while also absorbing peak activity periods without additional resources and costs.

To avoid creating a deceptive effect, customer relationship automation must ensure a high level of service despite the reduction in human intervention. Customers expect precise, relevant, and personalised responses, and automation must not depersonalise the relationship.

To maintain the relationship and connection with the customer, automation should not replace the advisers, but rather support them. Bot, FAQs, IVR… The customer should always be offered the option to escalate to an adviser, particularly for handling customer complaints, to avoid being left in a situation of deadlock.

As technological innovations, such as AI, improve functionality, customer expectations in terms of experience increase accordingly. Therefore, automation solutions must be scalable to maintain a high standard of service quality.

An automated customer interaction management solution processes a large volume of customer data and must, in compliance with the GDPR, ensure the security and confidentiality of this data to protect this valuable and sometimes sensitive information.