Customer-Centric Process Automation
From customer intent to goal-oriented order processing
The missing link between customer intent and process automation
Throughout the customer lifecycle, a customer can have a large variety of different needs. By actively listening to its customers, a company has the opportunity to understand the customers’ intent and to help them formulate goals.
Once a customer goal has been identified, it can then be translated into a customer order and processed automatically.
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Our approach
Customer centric
Put the customer in the center to analyze his needs. Each customer is unique in terms of his characteristics, current situation and what he wants to achieve
Catalog of customer goals
The catalog defines what can be proposed. Goals are modeled with enough detail to enable the automated delivery of personalized services
Goal-oriented service delivery
Goal models are executed on a server and exposed through a set of APIs. They act as the brain that drives the orchestration of tasks to be executed by an RPA or BPM tool.
Reconciling multiple business imperatives
Designing a digital service so that it meets the customer’s needs is often challenging because the service must satisfy the customer’s goals while at the same time comply with internal company policies, regulatory requirements and technical constraints. A goal model is a great way to reconcile these multiple business imperatives that often act as contradictory forces.
How it works
Goal-Oriented Process Automation streamlines the customer interactions.
Engage with customer...
... in a conversational mode and identify customer intent, for example by using an intent-based chatbot
From the customer intent...
... propose a list of predefined goals. Ask the customer for a formal confirmation about a goal. Upon confirmation, a customer order is placed.
Evaluate the goal model...
... i.e. all the necessary subgoals that the company must satisfy to satisfy the customer goal and decide in context which activities must be performed.
Automate activities
Whenever more information needs to be provided by the customer, continue the interaction in conversational mode
Leverage backend data services to retrieve existing customer data, product information, etc
Generate customer documentation automatically
Deliver customer outcome
Streamlined service delivery to satisfy the customer goal as soon as possible!
At any point in time during order processing, the goal model keeps track of the work that remains to be done to complete service delivery. The customer can be informed about the order status and the expected delivery date.