Predicting Customer Intent

DiscoverCustomer

expectations

DesignCompelling

interaction strategies

DeliverThe experience

your brand promises

CUSTOMER INTERACTION MANAGEMENT SPECIALISTS

Predicting Customer IntentThe Art of Customer Experience

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MarketerTechnologist Service AgentsOEM VendorSystem IntegratorCRM Application


Typical Vs. Intuitive Customer Interaction

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Prediction Scenarios

BEHAVIORAL TRANSACTIONAL EVENT BASED

Personal preferences Order cancellation Discontinuation of a service

Periodic purchases / requests Recent purchase Payment unsuccessful

Type of payment Voucher redemption Service request / complaint lodged

Response to an offer Call abandoned


Imperatives for an Intuitive Interaction System

Design. Configure. Optimize.

Consultative services for

service design

Technology design for

service realization

Consultative & analytical

services for service

optimization


ServIntuit

Voice Recordings ServIntuit

Email Interactions

Chat Transcripts

Website Analysis

Social Media Interactions

IVR Interactions

Outbound Interactions


Design. Configure. Optimize


Benefits of ServIntuit

For theEmpatheticConsumer

For the Cost saving &

Flexible Enterprise

MasscustomizationIncrease

scope of Channel

Shortertransaction

times

Freedomto self

configure

Flexibilityto change

basedon needsHigher

self servicerates

Consistentexperience

Highercontact

resolution rates

Highercustomer

satisfaction

Easyto use


ServIntuit Configurator – Home screen


ServIntuit UI – Call tree Creation


ServIntuit UI – Feature configuration screen


ServIntuit Rule Administration

DiscoverCustomer

expectations

DesignCompelling

interaction strategies

DeliverThe experience

your brand promises

CUSTOMER INTERACTION MANAGEMENT SPECIALISTS

Thank You

Sriram Sampath