Description

Provides reporting for call/chat transcripts and digital feedback aimed at decreasing contact center costs by identifying opportunities for call/chat deflection to self-service channels. Includes Text Analytics Topic Set to identify prior digital interactions from transcripts. Quantifies potential and realized cost savings to Contact Center from improving self-service opportunities.

Business Impact

• Operational Cost Containment: By identifying recurring friction points that drive high-volume inquiries, the app enables the strategic migration of routine queries to self-service channels, significantly reducing the overhead associated with live agent support.

• Optimized Resource Allocation: Data-driven deflection strategies allow leadership to redirect human capital toward high-value, complex customer interactions, ensuring that expert intervention is reserved for tasks that maximize customer lifetime value.

• Scalable Service Infrastructure: Transitioning to a self-service-first model creates a sustainable service framework that can accommodate growing customer volumes without a proportional increase in headcount or infrastructure expenditure.

Whats Included

• Dashboard and side panels offering insights into deflectable calls/chats, chatbot performance, and digital improvement opportunities

• Omnichannel Admin role

• Prior Digital Interaction Topic Set

Pre/Post-Install Steps

Follow the steps outlined in HTML module on dashboards included in app

Effort Size

Medium

Reporting Roles

1

Admin

Document Name

Google Drive

Powerpoint

PDF

Omnichannel: Contact Deflection and Digital Self Service Overview

Omnichannel: Contact Deflection and Digital Self Service Google Drive

Omnichannel: Contact Deflection and Digital Self Service Powerpoint

Omnichannel: Contact Deflection and Digital Self Service PDF