Building a contact center using SmartAssist requires building customer experience flows with the experience flow designer. You can also leverage the Kore XO platform to build, test, and deploy rich conversational experiences as required.
SmartAssist Lifecycle Stages
The SmartAssist lifecycle consists of the following stages:
Design Experience Flows
With Experience Flows, you can define the end customer experience in an easy-to-use 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 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?”
Configure Use Cases
You can configure the use cases for which customer experiences need to be defined. For example, you can build Q&As or standard responses for FAQs, or customize Agent transfer or deflection flows for calls and chats.
You can customize the messages for standard scenarios like customer welcome and goodbye messaging. For example, you can set the welcome message a customer hears, action to be taken when a customer is non-responsive, etc.
Incoming Channel Setup
In the design flow, you can set up either the incoming voice or chat interaction channel. You can also embed a personalized chat widget for customers/agents.
Testing lets you validate the customer experiences you’ve built on SmartAssist with a preview or simulation in our testing environment.
Once you have completed designing the experience flows and testing, the complete set up can be published for go-live.