Service Orginization New Capabilities
- Machine Learning Case Prediction
- Natural Language Summarization
- KPI’s Forecasting
- Customer Network Benchmarking
Creating customer support innovation with 4x return, and doing it safely
Leadership was faced with a classic example of the innovator’s dilemma – how can it innovate rapidly without disrupting current business operations?
Leadership had two important questions: how to identify, develop and implement innovative capabilities inside the organization, and how to understand and manage the risks associated with disruption. To help answer these questions, Chobanian Group launched a Support Services Analytics Lab that brought together user experience research, digital design, and data science. The lab offered a rigorous yet lightweight mechanism to ideate and prototype innovative capabilities that could be deployed within existing service delivery workflows.
Successful innovation is more than just building platforms, tools, and models. Through a rapid series of group and one-on-one user research activities with global service teams, CG worked to understand the needs and work processes of the stakeholders. The results of these sessions enabled a focused ideation and prioritization process with leadership to create an innovation roadmap that balanced quick-win capabilities, like service performance benchmarking, with longer-term strategic initiatives like digital assistants.
Once the capabilities were identified, the data science team got to work. Fundamental machine learning models and analytics were developed as flexible micro-services that could be leveraged by downstream applications. The digital design team then prototyped new tools, built on top of these micro-services, that could be integrated into the service teams’ current workflows. Lastly, the user research and adoption teams worked to rapidly roll-out these tools to small groups of test users and get feedback.
Within two quarters, the service organization was already developing and rolling out new capabilities, with adoption rates nearly double the historical norms.Some of the new capabilities include:
These new capabilities have already begun transitioning the offer from break-fix support to being predictive and pre-emptive. Real-time alerts allow operations managers to easily monitor hundreds of cases for potential problems. Natural language summarization has dramatically reduced the time engineers need to spend in order to get caught up on the latest development in a case. Predictive models have sped up the escalation process by allowing operations managers to proactively intervene in cases before a customer becomes frustrated.
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