Customer Service Optimization

With multiple channels ranging from traditional calls, e-mail and mobile telephones to web based resources and communication methods, managing the overall efficiency and consistency of all customer interactions can prove challenging for even the most sophisticated of organizations.

Customer Service Optimization places the needs and situations of the customer centrally, allowing them to express their questions using natural language.

The strategy is to move customers towards the most cost efficient service channel where most questions can be answered automatically whilst transferring highly complex, contractual or valuable situations to a second line of support, handled manually by Customer Service Agents. This will allow consistent customer service around the clock and increase customer satisfaction.

By optimizing all support channels (Chat, E-mail, Phone) and creating the first level of automated support managed by CSO applications, the different platforms provide full support to the Customer Service team, bringing additional business value.

The knowledge required by each application and channel is maintained in a central knowledge management system that will allow the company to enhance the capacity of response through automated channels in one centralized effort.

The level of Customer Service, statistics and customer dialogues can be reviewed and analyzed with the help of specialized system interfaces. All dialogues can be analyzed at overview level or in detail, allowing our clients to have full control of the communication with their customers. CSO enables our clients to optimize their service across different channels and between automated and manual processes.

Artificial Solutions provides methodology, technology and services that allow our clients to offer multi-channel Customer Service that is inherently able to adapt to market changes quickly and efficiently with increasing customer satisfaction levels.