With DXC Digital Agent Services, improve the customer support experience, reduce costs to serve customers, respond instantly to mobile customers and gain from flexible, per-interaction pricing.
Many customer experience (CX) organizations are struggling with finding better ways to meet demands for always-on customer service. Enterprises want to better serve customers via cost-effective channels. Customers expect relevant, accurate, real-time results, including first-contact resolution, and they expect that experience to be seamless. For example, a conversation started with a bot should not have to be repeated to a live agent. Enterprises today face the challenges of understanding which interactions to move to a chatbot, how to implement a chatbot and how to ensure that the chatbot answers customers’ questions accurately on the first try.
Respond instantly to customers
Benefits:
- Improve the customer support experience
- Reduce costs to serve customers
- Respond instantly to mobile customers
- Gain from flexible, per-interaction pricing
For customers that need to support digital or mobile consumers, DXC Technology has deployed over 300 chatbots or digital agent use cases to help our customers reduce their cost to serve, move from human to digital channels and improve customer interaction. We can typically deflect 35 percent of human interactions to digital agents with more than 95 percent accuracy. We can have a digital agent pilot up and running in 60 days to prove this value, with global, multi-language support and industry-specific interaction libraries.
The DXC Digital Agent Services offering provides a cognitive and smart chatbot, using artificial intelligence (AI) and natural language processing for an easy-to-understand interaction. Digital agent conversations are seamless — users start with the digital agent on their mobile device and move seamlessly over to their tablet or laptop.
Where it’s working
At a government agency, DXC implemented a combination of robust self-service and a digital agent chatbot to successfully deflect 50 percent of monthly call volume (call baseline: 80,000) to digital agents. The impact on callers was even more dramatic, as the first-contact resolution rate for these call types increased from 35 percent to 80 percent in just 8 months. DXC used a unique combination of self-service reference documents and the digital agent interaction with users to integrate “how-to” documents and ensure successful contact resolutions. Interactions are escalated to live chat or to agents as needed, and agents can also use the self-service reference documents to resolve interactions.
Additional business outcomes:
- Up to 200,000 end users, including help desk requests, system access, application support, password resets
- 80,000 interactions each month
- Tiered approach of self-service, digital agent, live chat, callback
- Agents supporting three to five simultaneous web chat sessions
- Hosting infrastructure within the DXC private cloud environment
- Multiple systems integrated; access to forms, scripts, FAQs, articles, videos, knowledge base
Why DXC?
Ability to demonstrate savings, bot adoption. DXC and partner technologies are currently being used by over 60 million interactions per year. We have proven call deflection of up to 80 percent in many large enterprise accounts.
Ability to provide quick proof of value (PoV). We can assess what can be moved to the chatbot quickly, typically in 10 days, and implement a digital agent PoV pilot in 60 days.
Industry libraries of intents. We have built FAQ and Q&A libraries for three industries, making implementation easier and quicker.
Per-interaction pricing. DXC offers competitive, pay-as-you-go, as-a-service interaction pricing options.
Global and multi-language support. Chatbot support is native in over 15 languages.
Automate the CX interaction
DXC Digital Agent Services provide enterprises with an automated chatbot, machine learning and semantic matching for instant response to customers. The smart chatbot is a fully automated, end-to-end service. The digital agent portal provides content, FAQs and decision trees for interactions. The digital agent interaction engine provides smart self-service using advanced natural language processing technology. Digital agents can provide your customers friendly, accurate and consistent service 24×7.
The offering provides seamless integration with contact center platforms and CRM to escalate from the digital agent to live chats or live agents. Digital agent chat logs move with the customer’s interactions, so conversations started with the digital agent can be continued by live contact center agents. And the digital agent assessment tool helps enterprises understand what use cases can be automated and answered by the digital agent.
Answer questions right the first time
DXC Digital Agent Services provide instant, accurate responses to customers’ questions 24×7, in any channel — from your mobile device to your tablet to your desktop. The chatbot technology has powerful natural language processing that predicts a next-best answer to a question. The interaction becomes seamless when starting the conversation in a chatbot and continuing that conversation with a live agent — without the need to repeat information.
The digital agent increases first-contact resolution by up to 60 percent and reduces average call-handling times by up to 40 percent. Pricing for the digital agent is based on a cost-competitive, per-interaction model, which allows enterprises to start small to prove value and then scale to millions of interactions.