The document discusses key steps to improve customer service. It recommends listening to customers, addressing their needs, and resolving issues quickly. The goal is to provide excellent service, build loyalty, and increase positive word-of-mouth referrals.
This document discusses diversity and inclusion efforts at Tietoevry. It begins by explaining the business case for diversity, noting diverse teams perform better and have lower absenteeism. Tietoevry aims to be the top employer for talent and has set goals like reaching a 40% female workforce by 2026. The document then describes two cases - a gamified recruitment process that increased diversity and changing job ad language to be more inclusive, which increased female applicants by 32%. It emphasizes that unconscious bias is common and companies must take concrete actions, not just use words, to advance diversity and inclusion.
Digital technology and AI will be key drivers of the global economy. Users want AI to help with finding information, summarizing meetings and tasks, and creative or analytical work. Microsoft aims to enable safe and ethical AI transformation across its cloud, applications, and tools by ensuring user data privacy and security. The document promotes an online course to help people harness AI in work and everyday life.
This document discusses Microsoft's new generative AI technology called Dynamics 365 Copilot. It aims to improve customer experience using AI. Copilot can generate responses for customer service, accelerate information discovery, enable self-service chatbots, and more across Microsoft products like Dynamics 365 Customer Service, Supply Chain Management, Finance, Customer Insights, and Sales. It discusses how Copilot can assist salespeople with tasks like preparing for meetings, writing emails and summaries, and surfacing relevant information. The document provides an overview of Microsoft's portfolio of AI technologies and how generative AI can make applications more intelligent through natural language interaction and data-driven personalized experiences.
The document discusses key steps to improve customer service. It recommends listening to customers, addressing their needs, and resolving issues quickly. The goal is to provide excellent service, build loyalty, and increase positive word-of-mouth referrals.
This document discusses diversity and inclusion efforts at Tietoevry. It begins by explaining the business case for diversity, noting diverse teams perform better and have lower absenteeism. Tietoevry aims to be the top employer for talent and has set goals like reaching a 40% female workforce by 2026. The document then describes two cases - a gamified recruitment process that increased diversity and changing job ad language to be more inclusive, which increased female applicants by 32%. It emphasizes that unconscious bias is common and companies must take concrete actions, not just use words, to advance diversity and inclusion.
Digital technology and AI will be key drivers of the global economy. Users want AI to help with finding information, summarizing meetings and tasks, and creative or analytical work. Microsoft aims to enable safe and ethical AI transformation across its cloud, applications, and tools by ensuring user data privacy and security. The document promotes an online course to help people harness AI in work and everyday life.
This document discusses Microsoft's new generative AI technology called Dynamics 365 Copilot. It aims to improve customer experience using AI. Copilot can generate responses for customer service, accelerate information discovery, enable self-service chatbots, and more across Microsoft products like Dynamics 365 Customer Service, Supply Chain Management, Finance, Customer Insights, and Sales. It discusses how Copilot can assist salespeople with tasks like preparing for meetings, writing emails and summaries, and surfacing relevant information. The document provides an overview of Microsoft's portfolio of AI technologies and how generative AI can make applications more intelligent through natural language interaction and data-driven personalized experiences.
4. 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022
Contacts per customer base
Ohjaa itsepalveluun /
Automatisoi
Pidä
Yksinkertaista
Vähennä
ARVOA
ELISALLE
ARVOA ASIAKKAALLE
”The Best Service is No Service: How to Liberate Your Customers from
Customer Service, Keep Them Happy, and Control Costs ”
Bill Price and David Jaffe
• Yhteydenottojen kategorisointi
• Juurisyiden tunnistaminen
• Aktiiviset toimenpiteet prosessien kehittämiseen
• Itsepalveluun ohjaaminen
Laatu ja yhteydenottojen vähentäminen
keskiössä
5. Automaatio ja itsepalvelu osana palvelupolkua
Itsepalvelua käyttävä asiakas
3. Tue ja opasta
itsepalvelussa
4. Tue käyttöä chatin avulla
2. Aktiivinen kommunikointi
itsepalvelusta
2. ITSEPALVELU 3. AUTA ITSEPALVELUSSA 4. YKSINKERTAISTA
SEO, kanavaohjaus
6. Hyödynnä dataa ja analytiikkaa
5. Hyödynnä bottia
Smart routing, 360 view + NBAs
7. Automatisoi BO-tekemiset
1. ENNAKOINTI
1. Hyödynnä dataa ja
analytiikkaa ennakoivien
toimenpiteiden
suorittamiseksi
6. § Algoritmi tunnistaa asiakkaat, jotka todennäköisesti ovat
yhteydessä tehdäkseen maksusuunnitelman
§ Markkinointiautomaatio kerää asiakkaan yhteystiedot ja
lähettää SMS-viestin, mihin vastaamalla voi tehdä
maksusunnitelman
§ RPA käsittelee asiakkaan vastaukset ja tekee toimenpiteet
laskutusjärjestelmään
Case maksusopimus
7. Chatbot
• +20 Chatbot e2e casea, 250+ intenttiä
tuotannossa
• Eskalaatio asiantuntijalle tai callbackin varaus
• Botti toimii asiakaspalvelusivuilla, missä
asiakkaat todennäköisesti tarvitsevat apua –
myös asiakaspalvelun aukioloaikojen
ulkopuolella
• Mitataan chat vs chatbot –yhteydenottojen
suhdanteella
• Ratkaisuaste ~39 %
8. Puhebotti
1-taso 2-taso
Puhelun siirto
tai ajanvaraus
Hoitaa noin 70–80 %
kontakteista
Soitto asiakkaalle
Kerro muutamalla
sanalla, mitä asiasi
koskee?
Voicebot
Tunnistaa asiakkaan yhteydenoton
syyn ja siirtää parhaalle tasolle sen
ratkaisemiseksi.
Botti siirtää puhelut 1-tasolle tai 2-tasolle riippuen siitä, missä
asiakkaan asia kannattaa ratkaista à -10 % 1-tason volyymista
Yksinkertaisten asioiden
ratkaiseminen. Tällä
hetkellä
maksusopimuksen
luominen.