How things used to be
Customers have an unprecedented range of communication channels available to them for getting into contact with companies. These include e-mails, Web forms, instant messaging and social media platforms, new chatbots and more traditional channels such as fax or post. Maintaining a good overview in the customer service department is a complex task that ties up resources. Employees have to merge the same requests from different channels, share them with the right processers and monitor the processes. Having to process operations in different departments makes it difficult to maintain a good overview of the overall process. This results in a duplication of work, unnecessarily long processing times and miscalculations.
Then AI came along
The AI-based adesso cognitive communication centre lies at the heart of customer communication. This system collects incoming messages and requests from all the individual input channels and firstly extracts metadata such as e-mail addresses, names and companies. It supplements this with existing information from ERP, CRM or project databases. Natural language understanding processes allow the system to understand the content of unstructured texts. The centre forwards the message to the correct processing system, follows the processing operation and allows the responses and answers to be matched to the open requests.
This results in automated and transparent communication processes that work efficiently, even on a large scale.
The situation today
As an information hub, the cognitive communication centre ensures that communication processes in complex structures run smoothly. The decision-makers and all employees involved in the process gain an insight into each individual process and enjoy an overview of the general situation. This is the case throughout all departments and all communication structures.
Hans-Peter Kuessner, Manager Competence Center
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