Building a contact center using SmartAssist requires businesses to start with defining the customer experience using the experience flow designer. In building customer experiences, SmartAssist users can also leverage the Kore XO platform to build rich conversational experiences.
Customers can then test and deploy these experiences once they’re comfortable.
SmartAssist Lifecycle Stages
The SmartAssist life cycle consists of the following stages:
1. Design Experience Flows
With Experience Flows, customers can define the end customer experience in an easy-to-use drag and drop builder. SmartAssist lets you create all experience flows from scratch using the Experience Flow Designer. It’s a drag-and-drop work surface that enables you to link together blocks of actions or nodes. For example, when a customer first enters your contact center, you can ask for some input and then play a prompt such as “Welcome to ABC Corp, how may I assist you today?”
SmartAssist includes a set of default experience flows that users can quickly set up and run for their SmartAssist instance. However you can create custom experience flows for a specific scenario .
2. Configure Use Cases
By configuring use cases, you can define customer experiences based on their query. For example, you can build Q&As or standard responses for FAQs, and automation for welcome messages or notifications. Agent transfer or deflection flows can be customized for calls and chats.
3. Define Behavior
Developer can customize the messages in Experience Designer for standard scenarios like customer welcome and goodbye messaging. For example, you can configure how your customers are welcomed, what to do in a non-responsive customer scenario, and how to end chat and call interactions.
4. Incoming Channel Setup
In the design flow configure either voice or chat channel, where customers connect with your business through incoming setup. You can also embed a personalized chat widget on your website with this option.
5. Testing and Deployment
Testing lets you test the customer experiences you’ve built in the previous steps. Testing gives you a preview or simulation of your customers’ experience in our testing environment.
Once you have completed designing the experience flows and testing, the complete set up can be published for go-live.