![]() Invisible to management, users would have experienced the frustration of long waits and loss of productivity (see Figure 2 for what users do when faced with slow support). The way to change this is to connect user experience and productivity. This can be done by leveraging automation and self-help and self-healing processes. Consumers-and we all are consumers-have become accustomed to managing tasks like “change password” and “install application” independently. Over the last decade, we have been doing this on our mobile phones with routine ease. But organizations are not geared to provide the same experience. The first thing you hear in an organization at the slightest hint of trouble is, “Have you logged a ticket?” The ticket is the center of service and experience. Not the user.īut when experience and productivity are connected using automation and self-help, there is a dramatic improvement in user experience (see Figure 3 for the change in user satisfaction between hands and feet support and self-help/automation). The trick is to move the user to the core of the support process. This is where structuring the “new normal” begins (see Figure 4 for the structure). In the new normal, interactions with users must move a notch up. They must become multi-lingual and intelligent. ![]() This can be achieved by using AI-enabled chatbots that don’t just refer to an FAQ but execute solutions for the user. This can also be supported by intelligent IVR that goes beyond the “Press-1-for-password-reset-and-2-for-agent-support.” IVRs can be made intelligent to identify the user by name with voice bots using natural language processing (NLP). These interactive bots should ensure that users need not refer to several apps, say from Workday and PeopleSoft or the intranet and a website but they should be contained to deliver app outcomes from within these bots.
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