Gartner’s study on Top Strategic Technology Trends for 2022 revealed that by 2026, over half of larger enterprises would need to switch to Total Experience (TX) within their business models to achieve world-class customer and employee advocacy levels.

TX is a strategy for modern enterprises that combines and addresses various siloed experiences like Customer Experience (CX), Employee Experience (EX), Customer Service Agents Experience (AX), and Multi Experience (MX).

Figure1: Elements of Total Experience

Organizations need a comprehensive TX strategy that would provide a competitive edge by driving insight-based actions across devices. Mobile penetration has increased by more than 80% from 3.7 billion in 2016 to 6.4 billion in 2021 (Oberlo). Organizations often suffer from the lack of integration among multiple siloed platforms while devising their digital strategy, leading to complexity and a broken experience. This reduces the visibility over internal processes and customer interactions, making it difficult for organizations to take appropriate measures.

Building Blocks of TX Strategy

Choosing composable architecture over a siloed approach: Organizations need to adopt composable platforms that provide multiple solutions in one platform. A platform that manages channel integrations and connects virtual agents to these channels. It connects virtual agents to CRM like Salesforce, provides insights and enables feedback mechanisms for continuous improvement. Google`s Contact Center AI (CCAI) platform is one such package for organizations. It facilitates entire virtual agent design, development, and deployment, integrates virtual agents to the contact center, provides advanced assistive AI features for live agents, and detailed insights into the customer journey. It also allows customer journey orchestration across multiple channels with mobile / SDKs, AI-based call routing, and Automated Scheduling with WFO integration.

Enabling self-service for all stakeholders: Whether it is an employee, customer, or agent, self-service is required by all. Empowering with information and guidelines to all ecosystem stakeholders, we enable independent, faster, and more intelligent services for end customers.

Organizations must deploy intelligent Assistive AI that enables

Self-service for employees: Design and develop employee virtual assistants with a goal to avail information on fingertips for the employees and reduce their efforts on finding information related to organizations, policies. Help them manage their days better and improve productivity. CCAI enables the self-service capability of virtual agents by connecting the virtual agents to fulfill back-end services like Salesforce, Zendesk, ServiceNow, Workday, etc.

Drive customers to reach resolutions: When a customer is looking for information regarding products, policies, and services, the organizations should be able to provide the information as easily and in as much detail as they can. This creates the right customer experience as you enable the customers to know more about you, thereby creating positive brand value. Integrating FAQs, knowledge bases, and providing customized recommendations for the customers via Virtual agents empowers them with the plethora of information and drives them to make decisions.

Facilitate agents to answer queries more effectively: AI-powered Agent Assist tool from Google’s CCAI suite provides customer service agents with continuous support during their calls and chats with real-time insights and recommendations (articles, responses, and FAQs) to effectively resolve queries.

Industry-specific hyper-personalization: Personalization of interactions varies as per the industry context. Business context is crucial in communication with customers for every sector. Organizations need to utilize industry pre-built templates for faster implementation and reducing time to market.

Continuous Improvement via feedback: Improving both upstream and downstream interactions across employee, agent and customer builds advocacy and trust. For instance, introducing a Voice of Employee, Customer and Agent to periodically collect feedback and optimize the overall experience.

CCAI Insights from Google Suite helps organizations better understand the customer, live agents, and virtual agents, allowing them to make data-driven business decisions, improve customer experience and increase operational efficiency. It helps organizations to –

1. Highlight agent and customer intents to identify the conversations your business should focus on.

2. Find trending issues in near real-time being reported in your contact center to make business adjustments.

3. Identify the call topics that cause the lowest CSAT, take the longest time to resolve, and find the commonalities among those conversations.

Figure 2: Google Cloud CCAI Enables a Total Experience Strategy

Google CCAI platform provides an end-to-end solution for contact center automation that focuses on a mobile-first approach. It supports the user-centric design, scalability, and mobile-focused solution with Ujet as an experienced and innovative CCaaS partner.

Quantiphi, a launch partner for the CCAI platform, with its AI-first digital engineering approach, is all set to embark on a journey with organizations looking for TX Transformation. We leverage our four-step philosophy to help organizations enable their total experience strategy. With 400+ Conversational AI professionals who have worked on more than 200+ engagements, our in-house expertise allowed us to create a platform that helps design, develop, deploy and manage end-to-end total experience transformation solutions. Our time-tested HPNS approach of taking AI POCs to production environments ensures enterprise-grade total experience solutions for your businesses.

Quantiphi’s solution suite offers the following primary benefits:

Speed: Significant reduction in time spent in the development and go-to-market.
Cost-Sensitivity: Accelerators and in-house platforms reduce time and cost.
Quality: Industry-focused and effectively designed virtual agents help achieve maximum customer satisfaction.

Reach out to our experts to understand ways to incorporate a total experience strategy for your business.

Contributed by: Gaurav Johar and Aarzoo Doshi