Artificial Intelligence – What Devices and Processes to Optimize Customer Relationship?

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Artificial Intelligence

Choose or suffer the future? Holy-Dis has chosen to accompany you in your choices. The answer to new expectations and new needs of users. uses and processes related to artificial intelligence are clarified to offer organizations better management of customer interactions at a lower cost. Many companies are developing and testing devices to ease customer relationship management. Holy-Dis is listening to these changes to better develop smarter Workforce Management solutions. Collaborative working hours, relational intelligence, carpooling, actualization of work schedules, task management & versatility, job opening forecast, many solutions have been developed for.

Artificial Intelligence CRM

Successful transformation around the Data Driven model

Today, artificial intelligence is involved in the optimization of Customer Relations, which must correspond to the specificities of each sector. When the Future of Experiences – How Data, Artificial Intelligence and Design (re)White Paper launch the Customer Experience?  Published by Oracle with the AFRC, several innovative devices were discussed.

First, it is the direct interaction with clients as a decision support system.

At the first level, Chatbots (conversational agents) are able to answer a set of questions.

Setting up a Chatbot requires:

  • a framework and a learning processby humans;
  • the definition of an identityto give the impression of interacting with a real person;
  • the introduction of measures and devices to securesensitive data.

Benefits: Provide an automatic answer to common low value-added questions and ensure greater availability to assist clients on more complex issues.

Disadvantages  : Suitable for simple requests and queries .

In a second step, the artificial intelligence makes it possible to improve the performance of promotional campaigns and loyalty systems

The AI ​​must offer more responsiveness to processing customer requests. In this case, the intelligent interface is not in direct contact with the customer. On the other hand, it provides a quick response and assists the employee in carrying out his daily tasks.

Benefits: Improved level of performance with solutions for complex cases.

Disadvantages: Need to identify areas for improvement and objectives, cost of learning very important.

Finally, artificial intelligence functions as a decision support system to anticipate the needs of the client

For customer managers, the IA analyzes and improves the aggregation of each customer’s data in order to better identify the different profiles and offer them the most suitable offers. Will the AI ​​be able to anticipate and anticipate the future needs of customers?

Advantage: Present a global vision on the various activities of the organization, in-depth analysis of the difficulties encountered on complex problems, grouping customers into several categories to better decline the service offer

Disadvantages: Difficulty to delimit the fields of intervention, need to identify and gauge the available datastrong initial investment to set up the system.

Innovate by putting people at the heart of customer relations

The substitution of the human by a machine remains unlikely, at least in the near future. On the other hand, artificial intelligence already makes it possible to optimize the resources by engaging the customer in a way of conversion more effective and better adapted to his needs. And when it comes to HR planning or time management, it helps make organizations more efficient.

One of the major stress points of customer relations centers concerns workforce management and working hours. The Augmented Agent, Agent + IA, will, for example, improve the response to concrete problems:

  • Revalorization of the joband decrease in turnover
  • Availability 24/7
  • Reduce queues

Expand performance, yes. Develop toys, no.

For many years, Holy-Dis has been developing, pampering and refining proprietary computation engines mixing a metaheuristic method (simulated annealing) and constraint programming (PPC). Within each organization equipped with Holy-Dis solutions, our algorithms allow reaching very advanced levels of optimization on complex combinatorial issues. The engine-engineers of Holy-Dis have thought the engines so that they can be parallelized in order to authorize processing capacities in phase especially with the economic reality of the material infrastructures. Holy-Dis owns its calculation engines and works daily on these complex topics: activity forecasting, annualization of working hours, automated and optimized planning, implementation at workstations, time management, and activities …

Relational intelligence

The set of HR and WFM devices are tools that should help to improve the experience employed at a higher level. From tools of [optimized], information search to the automation of absence requests, the tools put in place will allow accelerating the interactions while improving the added value of each intervention of the agents. The construction of an integrated SiRH seems to be the next step, which is why, at Holy-Dis, the opening and the decompartmentalization to better embed the devices with innovative solutions from other software companies are part of the objectives. confirmed.

Small enough to care, big enough to lead.

 


Also published on Medium.

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