Autonomous Customer Care

Achieving Fully Autonomous Customer Care    By Richard Crowe in CustomerThink

When it comes to customer care, the best customer experience is no experience at all because services just work the way the customer expects—the first time and every time. So how can service providers progress toward this nirvana of customer support?

Building better customer care solutions starts with using connected intelligence to understand when and why a customer is experiencing an issue and how these issues can be most efficiently resolved. All of a service provider’s systems and processes must work together to create a great customer experience. Organizational and system silos make it hard to provide a holistic and real-time view of what’s happening with a customer and determine the next best action to take. The ability to connect domains, derive insights, and automate actions in the moments that matter is connected intelligence.

The road to fully autonomous care—where problems are predicted and resolved automatically, before the customer notices anything is wrong—lies in mining the vast trove of data that service providers collect, and learning valuable lessons from it using big data techniques.   ... "