HIMA ARANI
From Voice Bot to Human Agent
A service blueprint outlining how a client of [24]7 AI can configure their Conversational AI Bot and set up agent escalations using their AI/ML powered CX tools
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2020
Solving Customer, Client and Business Needs
End-Customer
Seamlessly transfer from talking to a bot on IVR to a live agent, at any stage
Client
1. Product Budget
2. Optimized Conversational IVR
3. Guide customers to the right agent
[24]7 AI
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Resourcing and planning
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Product packages and pricing
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Market and pitch sales.
Extensive Collaboration across 7+ products and 20+ stakeholders
Stakeholders
Product SMEs, UX designers, Conversation Designers, Engineers, Data Analysts, Agent Leads
Products and Tools
Client Onboarding (COB)
User Onboarding (UOB)
Intent Discovery Tool (IDT)
Conversation Builder (CB/Conversations)
Modeling Workbench
Reporting
247 Agent Workspace
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Conduct need-finding meetings with various Product SMEs to understand process and limitations
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Meet with UX Designers, Conversation Designers and Agent Leads to define jobs to be done by user
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Discuss how might we solve for those jobs with Engineers and Data Analysts
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Chart customer journeys, process workflows and frame them together by timeline
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Review and iterate with all stakeholders
The Service Blueprint Connecting Them All
Impacts to Product Pricing, Client Sales and Internal Processes
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Enabled Marketing and Sales to develop product package with the right pitch
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Helped Client Businesses understand product process and value
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Enabled Developers to create APIs that connect at the right points
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Gave Agents the capability to have context when getting on escalation calls with any end-customer
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Used as a guide for Internal users to help manage client's needs
