Augmentation and Automation go hand in glove
Faster and more efficient service through smart technologies.
The Service Augmentation Platform makes responding to customer inquiries and complaints up to 50% faster and more efficient.
Mature and solid data science and artificial intelligence are used to smartly automate tasks with no or little added value. Complex expert tasks are intelligently assisted for more speed, quality and consistency.
We use your organization’s knowledge and expertise, hidden and unused today, to make your expert processes faster and better.
We combine the strengths of smart people
and intelligent augmentation.
Challenges for Service Organisations
Common challenges 8 in 10 service organisations struggle with
Manual inquiry handling
“Similar cases often get different solutions.”
“Every customer is unique, but every customer inquiry is not: there are patterns. Still, we treat every inquiry, complaint or case on an individual basis. This is inconsistent and inefficient. It frustrates workers because they feel they are repeating themselves and don’t have time for more complex and interesting tasks.”
Lack of efficiency gains
“My process is too complex to further improve productivity.”
“To me, some tasks seem to be too complex for automation. These tasks still require judgment by a trained and experienced human being. Just making the process digital wouldn’t yield the required operational efficiencies.”
Difficult transfer of expertise
“My process is highly dependent on experts and their ongoing exchange of expertise.”
“Despite many knowledge sharing tools, sharing expertise and experience amongst colleagues remains one of the biggest hurdles in making teams more efficient. Remote working and job-hopping make it even more difficult. Having an experienced colleague at a worker’s side is often the best way to transfer expertise.”
Dysfunctional knowledge library
“Workers don’t know where to look for information.”
“When a customer support script is not enough, workers go through document repositories: instructions, product descriptions and procedures. This often takes up to 80% of the total handling time. We do have a knowledge library, but it doesn’t suit their needs because everything changes so fast. So workers build their own, turn to Google, or don’t even bother to try and find answers anymore!”
Delays in finding the right expert
“Cases move from one team or person to the next.”
“A customer inquiry needs to reach the right support person. But all too often the inquiry goes through a number of hands before it gets there: First line becomes second line or even third line. We could create a ‘digital mailroom team’ to dispatch incoming inquiries, but we feel there are more efficient ways.”
Long and expensive training
“It take days and weeks to train new colleagues, and the real growth happens on-the-job anyway.”
“To be able to deal with all of our challenges, our workers need lots of training and coaching. But despite of intensive and long training, we notice that the real gain in expertise and performance happens on-the-job. It just doesn’t seem like it’s the best use of our budget.”
Lack of human touch
“My people are overloaded and forget a ‘case’ is actually a customer.”
“In the pursuit for ultimate efficiency, we have reached the point where customer service employees handle customers as faceless cases. We realise that to stay competitive, we need to treat our customers more human — but we don’t see how with our current budgets.
“I’d like my frontline employees to handle more cases.”
“When customer inquiries are too complex, they get transferred to the second or third line in the back-office: the people with the highest level of expertise. With the current tools, I don’t see how I can increase the capabilities of the front-line staff without significant investments.”
The NoisyChannels Approach
How intelligent assistance becomes part of your future organization
WhyWhat is the question to be answered?Before diving into the data and setting up a solution, it is crucial to understand what your business goals are. We will work with the organization to envision the role of the smart assistance technology in the current processes and organization and clarify with which systems it should interact.As from the onset of our cooperation, you will start the ideation of the future with smart assistance.
DataWhat data is available to answer the question?Our cognitive solutions work with your data. This data will be used to train our algorithms in order to optimally suit them to your organization’s needs.This encompasses the creation of a relevant data set, cleaning and preparing the data an initial data analysis.
AlgorithmsWhat is the data telling us?Through several iterations we provide increasingly better insights into the possibilities of combining your data with our state-of-the-art technology. Evaluation of the results and insightful feedback helps improving the final results.Gradually we fine-tune and customize the results while you can start developing the future of your processes, your organization and the staff members’ roles.
ConclusionsCan we use the outcome of the data analysis?After three to five iterations with the available historical data, the results will be evaluated and presented.The impact of the provided smart assistance can thus be translated into your business case and the long-term vision with smart assistance.At this stage the organization decides how the implementation will be performed.We guide you through this decision process and help you set-up the implementation plan with specific attention to the change aspects.
SolutionsImplement the solution?The Augmented Services Platform will smoothly integrate with your existing systems and processes. Our platform can be incorporated both on-premise and in the cloud. Whatever your preference, your data is kept safe and confidential.Next to linking our systems, we support you with managing the change: adapting the roles, the processes and the organization to optimally work with the new smart assistance.
OptimizeHow can we do better?Like the environment you work in, the data our system works with is dynamic. Using our product, we help to monitor these changes to give you deeper insight that can help your business achieve its goals.We keep on monitoring the performance of the smart assistant and help you expand the use to other areas where AI can provide added value.
Service Augmentation Components
Each component addressing a specific set of service challenges
Choose the industry that describes you best.
Few industries have gone more digital than banking in the last decades. This doesn’t mean people are no longer involved. European banks still employ slightly less than 3 million people. Banks have outsourced easy tasks to their clients with online banking and ATM machines, and have in parallel reduced the number of branches. Very easy high-volume repetitive tasks have been completely automated.
When services are less standardized or products are more complex, financial institutions rely on their experts. While online banking and ATM transactions are instantaneous, once you rely on experts, customer service becomes less predictable and usually significantly slower.
Banks today are large organisations, with teams often geographically spread. Not every expertise is available at all locations. If not automated or described in detail, business processes rely on the availability and the decisions of the experts in the back-office. Once slightly more complex, the process becomes almost entirely non-digital, completely relying on the human judgement. This leads to unpredictable throughput, inconsistent decisions and high costs of training.
Laws are written for all civilians but can only be understood by trained masters in law. If you have a question or doubt about a legal issue, you turn to a lawyer or a specialized legal advisor.
No two advices are exactly the same. But they are not all that different either. To make sure that some consistency is found in advices and recommendations, junior advisors rely on the experience and expertise of their senior peers. Next to a quite long period of having their advice reviewed. Knowledge databases are developed and maintained to make sure that everyone has access to the same information.
Nevertheless, law firms still wrestle with relatively inefficient service processes. Our technology will help speeding up service, guaranteeing quality and consistency and reduce dependency on certain experts. Smart sharing of expertise is the key.
Even if you make the best products in the world, you still need to provide support and assistance to your clients and distribution partners. Despite the best efforts to provide communication and training material, instructions and product descriptions, you still have to organize world-class customer service.
The more products you provide and the more complex they are, the lesser you will be able to have all inquiries handled by a script-based customer support center.
You have so many different product combinations and features that makes fast and efficient customer service by your experts almost impossible. Check how smart technologies can change this.
Insurance companies have quite a number of core processes that at some point require the intervention of an expert, be it in the back-office or in the distribution channel.
Some examples are underwriting for high-value life insurance or decide on the correct legal wording in policies. Equally so claims handling quickly becomes an expert job as soon as the damaged good or the circumstances are not within what is considered as common.
As soon as experts get involved in underwriting and claims processing because of the complexity of the case, it becomes a lot more difficult to guarantee speed, efficiency and consistent quality of service.
Learn how our smart technologies can support your experts and help you provide a faster and better service to your clients and distribution partners.
Fast and quality service to citizens and companies is becoming the standard. This is a main goal for core business processes, customer service as well as often high-volume complaints handling.
Governments at all levels more than ever see civilians as customers and their business as customer-focused service.
Government organization face similar challenges as private companies. Next to the challenge of turning administrative processes into customer service, most governments simultaneously have to look at making these services a lot more efficient. Lean and six sigma could squeeze out a few cost percentages. Smart technologies could provide multiples in gains of speed and efficiencies.
In highly competitive markets with fierce pressure on prices, companies have to compete both through cost efficiencies as through improving customer service. Large customer service teams respond to thousands of calls and written inquiries every day.
For telephone inquiries the interaction with the customer is guided by a clearly throught-through script.
Scripts don’t work for inquiries thhrough email or web forms. For the latter entry point, companies try to steer the customer in several steps to the right request form. Unfortunately many customers either are not able to identify the right request category or they just don’t care, leaving the problem up to the company.
OUR DATA INSIGHT SERVICES
ARE TRUSTED BY
Adding the new intelligence
to your existing systems and processes.
Scripts work well on the phone or in a Twitter-conversation, in a live dialogue with the client. Not for web forms or emails.
Contact center staff are well trained to respond to customer inquiries. Scripts guide them through the different scenarios to finally arrive at the best possible solution for the customer.
This works fine when the customer service agent can have a dialogue with the client, finding out in which path of the script tree to dive. And when the call is over, the case is closed and (hopefully) the customer is happy.
Not so when the customer service agent has to handle inquiries sent in by email or submitted through the web forms. Knowledge databases and templates try to provide some guidance and make the process more efficient. In reality organizations often struggle with written inquiries, trying to reduce the time searching for supporting information and improving quality and consistency of responses.
A complaint is a moment of truth. Make sure your customer gets the best possible answer faster than expected. Not after 5 or 10 days…
A complaint is a moment of truth for the relationship with your customer or business partner. Make sure your customer gets the best possible answer faster than expected. Not after 5 or 10 days…
Many organizations take more time for responding to complaints than for handling regular customer inquiries. That is understandable from an organization’s standpoint; you want to carefully investigate what went wrong and then respond appropriately to your client. This is not what the client expects. As with any inquiry, the client dos not wat to wait for a proper reply.
With smart technologies, your complaints can be responded to faster, with higher consistency and without always having to rely on the rare to find expert.
Service & Support Management
Speed and quality of service can only be guaranteed if expertise is efficiently shared.
The world has gotten quite complex, making it almost impossible to know everything. Even for your most experienced experts. Finding the right person for the right problem and reducing the time to find the relevant information is crucial in providing the service your clients and users deserve. If possible at the lowest cost of service.
Our Service Augmentation Platform will speed up identifying the right team or expert and support them in finding the best solution faster. It will identify identical or similar cases to facilitate resolving the problem. New team members will be able to dig into the expertise of all their colleagues, wherever they are in the world and whatever their domain of expertise is.
Complex expert work doesn’t mean it has to be slow or inefficient.
Legal advice is complex. It requires expertise and experience. To make your teams of legal advisers high-performing, you’d better make sure they can easily share their expertise, find what they need and avoid to reinvent the wheel.
With smart technologies expertise can be more easily and efficiently shared amongst all legal advisors. Dependency on certain experts will be reduced and more junior colleagues will be able to rely on their senior colleagues, even when they are not around.
Let smart algorithms help your underwriters to provide consistent, reliable, fast and efficient service.
When insurance risks don’t respond to a predefined set of criteria, rules-based underwriting becomes human expert-based. This doesn’t mean the experts do not apply certain rules to evaluate and decide. These rules are only more complex and more difficult to describe.
Smart algorithms will help your underwriting experts to make more consistent decisions. Our intelligent assistance technology smartly shares expertise and makes underwriting teams less vulnerable for availability of this one expert.
Every claim is different. At the same time many claims are quite similar. Let us make your claims process faster and more efficient by sharing insights hidden in every claim.
You stand out for providing a personalized solution for your insurance clients. Customer focus often gets in the way of performance. Since no two claims are the same, every claim needs a specific treatment.
Not necessarily. Our smart technologies help you reap the benefits of so many similarities in making your claims handling much faster and more efficient. Junior claims adjusters will see shorter learning curves and senior underwriters can focus on the really difficult expert work.
Getting a credit request through the process can be painful. Use our smart technology to increase consistency and speed.
Would all credit experts take the same decision for the same case? Would the same expert always take consistent decisions? Any chance quality and consistency of your credit assessments are at risk when new colleagues are onboarding?
If credit scoring rules don’t do the work, experts will assess and decide upon credit requests. This expertise is built up over many years on the job. New colleagues will only slowly reach expert level.
The Service Augmentation Platform will support your experts to speed up the process, increase consistent credit approvals and share the team’s expertise with everyone for increased capacity and performance.
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