Customer Service Ai Use Case Prism

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AI Use-Case Prism

for Customer
Service

Speech Analytics of Sentiment or Topics

Predicting Customer Lifetime Value


Human-in-the-Loop Intent Training
Customer Journey Analytics for Next
Best Action Mapping
Agent Workforce Scheduling
Postcall Wrap Up With Text Analytics
Customer Emotion Detection
Conversational Customer
Assistants for Self-Service Trusted Agent Passive Voice Biometrics

Customer Segmentation Visual Search for Customer Sales


,
Real-Time Agent Coaching Offer Personalization
Hyperautomation Redacting of Personally
to Improve , Identifiable Information
Fulfillment
Virtual Assistant
Knowledge Graphs to for New Agent
Optimize Chatbot Onboarding
H

h
ig
ig

Conversation
H
h

Intelligent
Contact
Routing
M

Business Value Feasibility


ed

iu
ed
iu
m

Low

Getting Process Resource Knowledge


Connected Orchestration Management and Insights

Speech Analytics of Sentiment or Topics

Human-in-the-Loop
Intent Training

Agent Workforce Scheduling

Predicting Customer Lifetime Value

Customer Emotion Detection

Customer Journey
Analytics for Next
Best Action Mapping

Trusted Agent Passive Voice Biometrics

Offer Personalization

Visual Search for


Customer Sales

Redacting of Personally Identifiable Information

Postcall Wrap Up
With Text Analytics

Conversational Customer Assistants for Self-Service

Customer Segmentation

Virtual Assistant for New Agent Onboarding

Real-Time Agent
Coaching

Hyperautomation to Improve Fulfillment

Knowledge Graphs to Optimize


Chatbot Conversation

Intelligent Contact Routing

Business case is intermittent and doesn’t apply to the process spanning the dotted line

Business Value Feasibility

Organiz-
Cost Revenue Service Technical Customer
ational
Reduction1 Growth2 Quality3 Feasability4 Adoption6
Readiness5

Speech Analytics of Sentiment or Topics

Human-in-the-Loop Intent Training

Agent Workforce Scheduling

Predicting Customer Lifetime Value

Customer Emotion Detection

Customer Journey Analytics for Next


Best Action Mapping

Trusted Agent Passive Voice Biometrics

Offer Personalization

Visual Search for Customer Sales

Redacting of Personal Identifiable


Information (PII)

Postcall Wrap Up With Text Analytics

Conversational Customer Assistants for


Self-Service

Customer Segmentation

Virtual Assistant for New Agent


Onboarding

Real-Time Agent Coaching

Hyperautomation to Improve Fulfillment

Knowledge Graphs to Optimize Chatbot


Conversation

Intelligent Contact Routing

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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