Service eXperience Platform

Augmenting Business Process experience to customers by securely orchestrating and onboarding enterprise services on customer preferred engagement channels. There can be multiple engagement channels like Facebook, Slack, Whatsapp, telegram etc.

Enhance customer experience

Enhance Customer Experience

Customers can speak to enterprise business processes

Self Learning Business Process

Self-Learning Business Process

Survey’s complete business process and learns from it

Actionable Business Process

Get updates real-time

Customers are updated instantly about change in status

Service Experience Platform

Offering

SXP Transformation
  • A service experience framework independent of the frontend and backend elements.
  • Captures all modern user inputs (Voice, Text, Picture, Face recognition, emotion recognition, Video, etc..)and triggers respective business actions.
  • You can modify or create new services without the complexity of complete integration. Collaboration helps users to be in dialog with the business team and understand what actually is happening.
  • SXP is loosely coupled and is independent of Bot framework and Backed Services.
  • Context is maintained among services which enables system to ask inputs that are essential.

Problems faced by enterprises

  • Lack of means to capacitate Enterprise business process services on customer preferred engagement channels
  • Services are embedded into customer conversations increasing the maintenance cost to add or modify a service
  • Incompetence of Business Process to self-learn from customer conversations
  • High implementation cost to add new input type such as Voice or text
  • Obviating repeated questions that frustrate the customer
  • No Realtime status updates to customer
  • Inability to track an issue when a service is extended across multiple systems
  • New implementation to the front-end or back-end involves huge investment

Benefits

Direct customer interaction with enterprise business processes. Easy on boarding of enterprise services.

Realtime customer service status updates without revamping business process. Business have control on what status needs to be updated.

Components available as part of the Alfresco stack for a comprehensive integration with SXP.

SXP is independent of Front-end communication channels and back-end services. SXP hooks onto existing systems easily with low investment.

User context is maintained across services which enhances customer experience as questions are not repeated.

Unified logging helps in better trace-ability of issues and leads to quicker resolution.

Provision to map the complete journey of a user, from the channel conversation until the fulfillment of service. Enables business process to learn on its own.

Industry best practices adopted easily.

Tailored NLU for understanding customer intent specific to the Industry vertical.

Secure and GDPR compliant software interactions between front-end and enterprise back-end.

No Learning curve for other departments

Improved Customer experience

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Contact our team if you have any further questions. We are here to help you out!

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