SemanticEdge Advanced Interaction Management

Advanced Interaction Management

Companies have more and more information available to them about their customers. CRM systems, customer segmentation, and knowledgeable handling of customer data for marketing and customer service are now standard among most companies. Customer transparency is supported by an ever-increasing percentage of customer contact being carried out through digital channels.

Until now, the customer information collected through self-service channels, websites, voice portals and mobile apps were rarely used. There are hardly any personalised service offerings based on real customer data and a tailored cross- and upselling.

Personalised self-service content offers enormous potential for improving customer relations, increasing self-service quotas and raising sale successes.

The advantages of personalised self-services are clear. Along with the website and the voice portal, the company’s mCare app plays a very important role.

SemanticEdge’s Advanced Interaction Management (AIM)Framework is an intelligent Middleware for the development and cross-channel management of personalised Self-Services in the digital channels of websites and mobile apps, as well as the voice portal.

In order to develop and fine-tune the application components in the individual channels – natural language dialogue vs Native apps vs HTML Websites – the AIM Framework includes very powerful tools (see AIM-Framework Voice and Advanced Interaction Management

The intelligent Middleware, which is built on a model-based approach, allows a rule engine and other design elements to be linked intelligently with the customer information available in the backend system and accessible through interfaces.

Personalised Self-Services can also be managed across different channels as well as through the individual digital channels of the Web, apps, and the Voice Portal.

Self-Services are intelligently linked with the Call Centre. With a Click-to-Call function, the app can connect customers to customer service agents. The relevant customer data and requirements is instantly passed on. That way, the Voice Portal and the Call Centre agent are intelligently linked together.

Customer satisfaction can be monitored across channels.

The additional advantages that the Advanced Interaction Management Framework offers across channels are:

-Personalised self-service offers significantly increase customer loyalty self-service quotas as well as up- and cross-selling.

-Cross-channel, automated upselling is significantly more effective than focusing on just one channel, or inconsistently using several channels.

-Transparency about the range of products and services and the processes can be increased.

-Overall, the customer enjoys a consistent, multi-channel experience.

-Each customer can be addressed using the channel which they use most frequently.

-The different advantages of each channel can be used.