Customer Service Ai Use Case Prism
Customer Service Ai Use Case Prism
Customer Service Ai Use Case Prism
for Customer
Service
h
ig
ig
Conversation
H
h
Intelligent
Contact
Routing
M
iu
ed
iu
m
Low
Human-in-the-Loop
Intent Training
Customer Journey
Analytics for Next
Best Action Mapping
Offer Personalization
Postcall Wrap Up
With Text Analytics
Customer Segmentation
Real-Time Agent
Coaching
Business case is intermittent and doesn’t apply to the process spanning the dotted line
Organiz-
Cost Revenue Service Technical Customer
ational
Reduction1 Growth2 Quality3 Feasability4 Adoption6
Readiness5
Offer Personalization
Customer Segmentation
1
Includes process, UX and product improvements that enable tangible reduction in costs, such as labor savings, logistical None
improvements, faster execution and improved accuracy.
Low
2
Includes process, UX and product improvements that enable top line revenue growth, such as improvements in personalization,
customer satisfaction, user experience, employee productivity, and product improvement. Medium
3
Includes process, UX and product changes that enable customer service representatives,, field service, and face-to-face High
interactions that improve the satisfaction of customers. Very High
4
Includes whether necessary underlying technologies are available, are in the market, and are mature enough to be successfully
deployed.
5
Includes the ability of the organization to make the necessary policy, procedural and change management activities to adopt
the solution.
6
Includes, in terms of risk, privacy, complexity and social acceptance of this type of solution.
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