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Customer Decides To Call Customer Care: Concept Map by Anand Krishnakumar

The document outlines a concept map for improving call center customer experience. The map shows that when a customer calls, they are first greeted by an IVR that identifies them and provides menu options. If the customer's issue is not resolved through the IVR, their call will be routed to an agent. The agent then uses speech recognition and biometrics to identify the customer before putting them on hold to find answers to resolve their issue. The goal is to use new technologies to streamline the customer experience when calling into a call center.

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hclwmganand
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39 views

Customer Decides To Call Customer Care: Concept Map by Anand Krishnakumar

The document outlines a concept map for improving call center customer experience. The map shows that when a customer calls, they are first greeted by an IVR that identifies them and provides menu options. If the customer's issue is not resolved through the IVR, their call will be routed to an agent. The agent then uses speech recognition and biometrics to identify the customer before putting them on hold to find answers to resolve their issue. The goal is to use new technologies to streamline the customer experience when calling into a call center.

Uploaded by

hclwmganand
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Improve call center customer experience

Concept Map by Anand Krishnakumar


Customer decides to call
customer care

Customer is greeted by IVR


IVR identifies customer using calling IVR plays generic recorded
phone number and provides prompts with so many menu
personalized menu options options to select from

IVR asks customer to make a


selection
IVR allows customer to IVR plays generic recorded
select an option using prompts with so many menu
natural speech options to select from

Agent answers the call


Customer is automatically Agent asks a series of
authenticated using voice questions to identify and
biometrics authenticate customer

Customer explains issue and


wants answer
Agent puts customer on hold
A real-time speech recognition
to find answers.
system listens to customer call and
provides suggestion to agent
Overall customer experience

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