Inform your customers
- Respond to customer enquiries 24x7
- Position your IA across any of your digital channels (e.g. website, bespoke applications, social media)
- Incorporate knowledge artefacts (FAQ, learning and development documents, website content)
- Communicate in a natural language with a conversational cadence
- Determine best fit content for the Intelligent Assistant vs. human counterparts
- Enable handover to livechat for discussions that are best fit for human staff
- Capture customer sentiment and direct feedback to continually optimise customer interaction with the IA
Automate processes
- Integrate an IA with Customer Relationship Management systems to track your customers across all channels and provide a personalised approach
- Integrate with ticketing systems to initiate service tickets and request fulfilment
- Handover discussion seamlessly to livechat agents or call-back processes
- Incorporate robotic process/desktop automation to expedite supporting processes
- Capture performance analytics to regularly monitor and optimise IA
An IA is not a stand-alone technology. It is a key ingredient in transforming the customer experience. Datacom’s deep legacy in customer experience, customer service and service design enables us to deliver best-in-class customer contact solutions to ensure your continual success and put your customer first.
Introducing ‘Alex’: A case study in award-winning digital transformation
Four years ago, IP Australia embarked on a digital transformation - encouraging customers to more regularly engage with the organisation through digital channels. IP Australia invited Datacom to collaborate as a strategic partner toward this objective. At the time, IP Australia was experiencing 12% adoption of digital channels for over 800,000 customer service transactions a year. The two organisations worked closely together to develop a strategy to shift customers to self-service channels and introduce digital innovation throughout IP Australia.
Following customer mapping workshops and deep analysis of customer engagement, Australia’s first Federal webchat enabled digital employee, Alex, was launched in May 2016. Alex is not just another technology investment; she is the lynchpin of the digital transformation. Alex’s continuous development is aligned with behavioural economics techniques and other investments in digital channels, to best drive IP Australia’s digital-first agenda while maintaining an exemplary customer experience. Alex is present across the whole customer journey, from a first impression with IP Australia via its corporate website, within our award-winning Portfolio View Beta platform or social media channels, through all email interactions and over 92% of written communications.
Alex’s successful implementation has been recognised with an Intelligent Assistant Award win at the 4th Annual Intelligent Assistant Awards in San Francisco. Read the full case study
See Alex in action: A discussion with IP Australia's Intelligent Assistant
A strong legacy in customer contact solutions
Datacom has over 52 years of experience in technology in New Zealand and 23 years of experience in the Australian Contact Centre environment.
We bring a human centred design approach to assist in digital transformation and ensure the solutions our clients employ align with best practices in customer experience, and have analytics in place to monitor performance and allow for evidence-based decision-making. We’ve supported thousands of customers in the commercial and public sectors, providing a wide range of capabilities including virtual assistant implementation, customer experience consulting, knowledge management services, business intelligence, software development, IT outsourcing, and other IT services.
Questions? Just ask
Interested in knowing more about our Intelligent Assistant solutions? To find out more or request a demo, or call us on+61 2 9023 5000.