Smart Service Center - Customer Service as a Personal Experience

The increasing use of automation and AI in retail is also changing customer expectations. Customers want their contact with your service organization to be noticeably more convenient. They want requests to be processed more quickly but in a more individualized manner at the same time. And all this at a time when high competitive pressure and steadily shrinking margins define day-to-day life in the retail sector. 

Therefore, the demands retail service centers must meet are enormously high: Already, they have to understand their customers’ issues or requests faster and better and offer service solutions that give customers the feeling that they are receiving outstanding service because it is personal and individualized. 

Lena, a customer, calls your service center. The system detects her issue or request. To give her the information she needs, the system offers her the use of the self-service portal or the transfer to a service employee. 

Lena selects the personal advice and, as a long-standing customer, is transferred directly to Vicky, her preferred customer service rep

Vicky sees a compact summary of Lena's customer history on her screen and receives real-time sales suggestions during her conversation with Lena. 

To resolve Lena’s issue or request, Vicky suggests and launches a video consultation with Lena. Based on advice from the Companion, Vicky offers Lena a suitable product. 

Lena places an order and receives an e-mail confirmation with more detailed information as well as a voucher via WhatsApp.