Case Study
Network Rail Transforms Customer Experience with Oracle Cloud
Explore how Network Rail provides high-quality information to its customers and users...
2 min read
Self Service Hub
Automated Support- Anytime, Anywhere, Any way
Our focus on User Experience (UX) – both for customers and service agents – delivers reduced customer churn and lower operating costs. Our solution provides self-service excellence and service automation, via the channel of the customer's choosing, coupled with an enhanced agent experience.
The Self Service Hub complements existing technology and improves the customer experience by offering customers new ways to engage with brands via the most engaging portals, with conversational chatbots and AI-driven knowledgebase. Integrated back-office data support provides real-time notifications, personalised responses and a true single customer view.
Features #
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Advanced Knowledgebase #
Give your audience the choice to solve their problems quickly and accurately with a range of content types (Articles, Videos, forums etc.), discoverable via powerful search algorithms available across many channels.
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Conversational Interactions #
Automate customer enquiry responses with an integrated conversational chatbot that represents your brand persona and brings added flexibility for Customer Service operations responding to peak pressures.
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Seamless bot transfer to service agents #
Smooth handover of complex customer queries from the chatbot to the agent with the correct skills - handled within a common interface no matter the customer channel (e.g. Web Chat, Messenger apps and Social Media DMs).
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OCI Generative-AI #
Using Oracle Generative AI services brings trusted performance on the OCI Supercluster technology built for AI, harnessing the most powerful NVIDIA GPUS and Superchips. We turn this technology into business-impacting solutions.
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Intuitive Portal Design #
Boxfusion's User Experience team ensure customers have a seamless and engaging experience on your support portal, on desktop and mobile. We deliver enhanced customer satisfaction throughout the digital service journey.
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Digital triage #
Easy and rapid to deploy digital triage module which enables businesses to automate online triage processes to direct customers quickly to the right content and channel for their enquiry.
Evolving to an Intelligent Customer Service Experience
Benefits #
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Our UX design process hones the portal and self-service experience for quick issue resolution, meaning happier customers
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We've enabled businesses to deflect up to 75% of level-one queries allowing service teams to focus on complex queries
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More self-service, fewer calls/emails, results in big savings in operational costs
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Bring real-time back office data to agents' and customers' fingertips - for improved CSAT scores
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Help your agents work faster and more efficiently, bringing further operational cost savings
