CustOps: the new customer service

▤ Summary

Ordering too many raw materials and assembling too many products without matching the market need resulted in waste and loss. In the internet age, these notions of fast time-to-market and the challenges of matching production to delivery still exist, though in a different manner. As agents work with customers, machine learning can offer similar solutions from closed cases, knowledge base articles, online communities, and other sources. With it, customer service can assign issues (backed up with the data to explain the problem and the corresponding case volume) to the appropriate team. It means offering anytime, anywhere self-service options like chatbots, an online community, a knowledge base, and automated solutions.

▦ Linked Companies