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P09Applied Prediction and Automation
Expanded Package
Customer service automation
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Ujjwal Broadband handled 57,995 customer contacts last month. Its assistant closed 41.6% of them without a person, reported as a Rs.22 lakh saving. Nearly a quarter of those customers contacted the company again within seven days about the same problem.
What is in it
- 13 teaching steps, one animation each
- 26 labs, checked live against the case data
- 65 step questions, every option explained
- 20 final paper questions, marked on submission
The steps
- 1Fifty-eight thousand contacts
- 2Contained, deferred, resolved
- 3Where the volume is, and where the difficulty is 2 labs
- 4The repeat rate, intent by intent
- 5What one intent is worth
- 6The portfolio
- 7How many agents does that need?
- 8What automation leaves behind
- 9The route to a person
- 10What the customer thought
- 11The weekly pack
- 12Who is worst served
- 13The recommendation