- User makes a request
- Request is analysed by artificial intelligence
- User information is taken into account (history, preference)
- Real time response Conversational strategy Interactions personalization
- User Satisfaction
- Innovative customer service
- Quality & detail of responses
- Multi-channel consistency
- Relieve congestion
- Knowledge centralization
- Customer Service Enhancement
- Enhance productivity & operational effectiveness
- Staff retention
- Decrease calls/ e-mails to support
- Resources reallocation on value added tasks