设计、实施和维护 AI 驱动的以客户为中心的联络中心体验.pdf

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1、#CiscoLive#CiscoLiveKevin Simpson Customer Success ManagerBRKCCT-2899Designing,implementing,and maintaining an AI driven customer centric contact center experience 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App 3Questions?Use

2、Cisco Webex App to chat with the speaker after the sessionFind this session in the Cisco Live Mobile AppClick“Join the Discussion”Install the Webex App or go directly to the Webex spaceEnter messages/questions in the Webex spaceHowWebex spaces will be moderated by the speaker until June 9,2023.12343

3、https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCCT-2899Agenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicWhy bots?Understanding your businessFundamental bot elementsPlanning the bot designBot placementExploring use casesContinual improvementsBRKCCT-

4、28994Why Bots?2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhy Bots?I want a new and exciting way for my customers to interact with my businessI want to provide faster serviceI want lower handle times6BRKCCT-2899 2023 Cisco and/or its affiliates.All rights reserved.Cisc

5、o Public#CiscoLiveWhy Bots?I want my agents to focus on value adding tasks.I have a specific use case(s)that receive a lot of trafficI want to automate specific requests7BRKCCT-2899 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveThe purpose of adopting Contact Center AI i

6、s to augment your staffing needs while providing the same or a better level of service for your customer.8BRKCCT-2899Understanding Your Business 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveQuestions to get you startedWhat does your business do?How do your agents help y