Adaptive Agent Desktop with the Inquiry Context for your Agents

Adaptive Agent Desktop with the Inquiry
Context for your Agents

Customer Service Experience Management (SEM) delivers the solution with the
Adaptive Agent Desktop. The Adaptive Desktop dynamically responds to the
needs of your agents during each service interaction. Channel-agnostic and
context-driven, the Adaptive Agent Desktop provides access to all of the
contextual knowledge and knowledge management , applications, and tools
needed to resolve an inquiry. It delivers an interactive experience that leads
agents and customers to satisfactory resolution by providing the right blend of
process, data, and knowledge at the right moment.

The Agent Desktop offers service managers full control over the service
experience. It changes based on each step in the experience process flow
designed for the interaction and on the context of the current inquiry. For
example, the desktop can respond to the customer segment, such as first-time
customer, occasional customer, or gold customer; the reason the customer is
contacting the company; and general information applicable to the experience,
such as a new product or conditions affecting service. Each of these factors can
dynamically adjust and change the information that is displayed to the agent,
whether it is transactional information about purchases, customer profile data,
product details, company policies, scripts, or the agent’s to-do list.

As service managers build experience flows to model their essential service
processes, SEM automatically creates a baseline Adaptive Agent Desktop to
conform to each step in the experience flow and provides access to the tools
needed for each step. The look and feel of the desktop can conform to corporate
standards and can be updated quickly. The baseline desktop can be customized
easily using the Screen Designer.

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KANA IQ TURNS EVERY AGENT INTO EXPERT


SEM Adaptive Agent Desktop Advantages

 Rich interactive UI dynamically changes to provide the right information
and actions at each point in the interaction for targeted, personalized
service experiences.

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 Inter widget communication in Adaptive Desktop, eliminating the need to
constantly re-find information.

 Supports multiple channels, such as email response and phone calls,
making it easy to cross-train agents. and easing the issues of workforce
management between channels.

 Displays any type of information that is available such as data, scripts,
customer history, and corporate knowledge

 A complete customer history helps agents understand the context of the
inquiry and eliminates the need for the customer to re-explain.

 Model driven experience flows guide agents through complex processes.
Scripts can also be generated dynamically for a particular interaction and
combined with transactional data.

 Relevant knowledge is easily available with an ability to use the inquiry’s
context to automatically display the appropriate information, saving time
and frustration for the agent and customer.

 The agent’s work Inbox can be configured for different agents, populations,
and abilities.

Know more - customer service solutions

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