Overview

BUSINESSNEXT Modern Service is an AI-driven solution designed to provide real-time, intelligent service capabilities through a unified customer data platform. It focuses on enabling near-instantaneous fulfillment of service needs, improving customer experience, and increasing Net Promoter Scores (NPS). The platform equips agents and relationship managers with intelligence at every touchpoint, ensuring superior service delivery.

Features

• Unified Customer View: Real-time display of product holdings, transactions, interactions, service requests, happiness score, churn score, and sentiment analysis.
• Omnichannel Case Management: Capture service requests from various channels, including email, SMS, web, social media (WhatsApp, Facebook Messenger, Google Business Messenger), call centers, and branches.
• Automated Case Enrichment: Automatically enrich cases with customer information, categories, sub-categories, and sub-subcategories.
• Parent and Child Cases: Simplifies case logging and provides faster turnaround times.
• Continuous Channel Experience: Connect with customers on their preferred channels, including Voice, Text, Email, WhatsApp, Google Business Messenger, and Facebook Messenger.
• Real-time Analytics: Voice and sentiment analytics with next best action suggestions.
• Action Center: Straight Through Processing (STP) and dynamic knowledge screens for instant and faster fulfillment.
• Conversational AI: Automate routine service queries and resolutions with a bots-first approach.
• First Touch Resolution: Increase first touch resolutions with chatbots for both customers and contact center teams.
• AI-Driven Journey and Process Designers: Visual, drag-and-drop tools to design agile and adaptive processes with 7 layers of proprietary AI.
• Complex Workflow Management: Handle complex parallel workflows, assignment rules, and categories of queries, requests, or complaints.
• Knowledge Management: One-touch access to solutions, AI-powered article recommendations, expert recommendations, and relevant product recommendations.
• Performance Measurement: Track customer experience, loyalty, net promoter scores, and agent efficiency with deep analytics and customizable KPIs.
• Customer Self-Service: Allow customers to create or edit service requests, access knowledge banks, and check status updates.
• Field Service Management: Create field agent visits from any case and integrate them with accounts, contacts, and assets.
• Automated Assignment: Automatically assign field visits based on time, skills, location, or configurable business rules, including geo-tagging.
• AI-Driven Nudges: Reduce multiple field visits with AI-driven nudges for field agents.

Benefits

• Increased First Touch Resolutions
• Faster Turnaround times
• Improved customer experience
• Increase in Net Promoter Score (NPS)
• Better agent efficiency
• Streamlined service processes
• Empowered customers through self-service options
• Data driven measurements to track improvements in customer journeys