"How might we help agents to solve customer queries quicker and more effectively in collaboration with AI and other team members for improved customer satisfaction?”
Understanding the problem
What is the context?
Customer service at ‘Wonder-Airlines’ is known to be of the top quality in commercial airline business.
The people behind it are agents listening to their customers from all channels and responding to them swiftly.
What are the challenges an agent might face?
- Require assistance in handling an incoming customer query
- Pressure to answer customer queries quickly
- Navigating knowledge base resource during customer queries
- Difficulty in crafting a personalized response for different customers
How can we solve these challenges?
Enhancing the web platform for the agents where they can:
- Handle customer queries efficiently and quickly
- Ask from assistance from AI and other team members
- Analyze knowledge base for reference to solve queries
- Easily navigate through organized database of information