What is an Automated Service Agent - Web 2.0 meets Cylons?
Chris Barry, from our Industry Solutions team, is very passionate about Microsoft Automated Service Agent (ASA) Solutions. He can easily spend several hours detailing the business benefits and technical ramifications of incorporating ASA into existing architectures. He is also very good at meeting deadlines - he was given 18 minutes to showcase the who, what and why of ASA. Hope you enjoy it....
Chris pointed to several cross-industry samples of ASA use - in Banking, internal 401K selections, Health Plans, automated nurse lines, etc. In a nutshell, Chris covered:
What ASA provides:
- Ability to engage in a meaningful conversation
- Ties to external databases
- Using personal ID info to customize content
- Going beyond just giving the answers (taking external action)
- Escalation
What ASA promises as value to companies and their customers:
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More satisfied customers
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Significant support cost reductions
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Immediate, consistent, accurate and precise responses
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Maximize initial contact resolution, deflecting routine calls 24/7
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Support professionals freed up to focus on higher-value customer cases
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Enables customers to ask even the most technical questions using their own words
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ROI typically provided in three months or less
Want more? Click below to watch the video.
The Impatient Viewer Guide:
- From 0-3 minutes
- A few seconds of ASA history
- Training it to speak and faking it in business
- At the core - what ASA provides
- From 3-11 minutes
- Examples of ASA in action - fun and commercial applications
- Chris Barry is anti-search!
- Escalating to humans
- From 11-15 minutes
- Business impacts
- Pain of the call center
- Improving customer experience
- Going beyond mere Q&A
- From 15 minutes to 18 minutes (end)
- How to engage the ASA team and questions
Interactive FAQ on Steroids...indeed! Want ASA? Should we do a screencast on building an ASA? Drop us a line.
