livepro®’s latest update, version 3.3.1, adds a little magic with the introduction of the livepro® Wizard.
This new feature simplifies customer interaction by quickly profiling and directing a customer enquiry to the most correct outcome every time.
The following scenarios indicate how the livepro® Wizard could be utilised by customer contact agents in different industries:
• An insurance company – to profile the potential risk of a customer, while channelling that person to the most appropriate product.
• A bank – to select the best credit card or loan product option.
• A debt collection agency – to set business rules to help guide its people through difficult customer interactions.
• A power company – to help select the best power source (gas or electricity) for a customer based on their profile and home characteristics (location, size, etc).
The livepro® Wizard is a business rules based expert which reduces the need for complex & lengthy process definition.
The livepro® Wizard provides a simple way for front-line staff to qualify answers to problems based on multiple questions with multiple conditions. The application is quick and easy to use both behind-the-scenes and in customer facing positions.
Using the livepro® Wizard, conditional questions and possible outcomes are set. The livepro® Wizard then generates a table based on all permutations of the prescribed conditions. Each of these permutations can then be set against the appropriate outcome.
When the user brings up this application they will be provided the questions to be answered via a drop-down list containing the set conditions. The outcome is then formulated based on the users input, and an answer or instructions are provided based on this outcome.
The livepro® Wizard provides expert analysis to information in an instant. It ensures situations can be handled in a consistent and efficient manner by all front-line staff.
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