When it’s all about your

Customer Support Automation

Market Analysis

Analysis of Customer Service Management with respect to tickets being processed manually. Like the
market’s automation based resolution %,  focus on automation, etc.

One recent customer service study found that Automation and self-service are key for
62% of companies do not respond to customer faster customer service.
emails. For companies that do respond, the
average response time is 12 hours, with the Less than 10% of customer responses
slowest response taking longer than 8 days. are automated.

The single most important factor for customer Automation thus far is mainly limited to
service is response time, 75% of customers IT services.
prefer a short response time.

It's clear that businesses have an opportunity to stand out against the competition by adopting
modern customer centric response systems.

Context

Every business is replete with implicit rules left over from earlier decades. These rules of work design
are based on assumptions about technology, people and organisational goals that no longer hold.

Businesses that want to stay ahead in competitive markets must start by listening to those who know
where the bottlenecks are; their customers.

Hear the voice of your customer at the centre stage of digital transformation with…

Solution Offerings - Customer Support Transformation

INTRO KEY OBJECTIVES

IRIS is an omnichannel real-time “Intelligent

Reduce Queries using improved
Customer Query Response System” designed
self-service channels
with “customer first mentality” and important
attributes of intelligence as well as better Faster Response by limiting human
customer service in mind. intervention

IRIS is agile & resilient in nature, transforming Automate Processing using Robot
full customer support desk journeys starting agents (UiPath RPA)
from customer interactions to back-office
processing to the response.
 KEY STAGES

Query in Query Re-classification & Re-assignment

Query Classification Query Resolution

Query Assignment Query Response

FEATURES

Live Channels
Chatbot backed by knowledge
Support Channels includes Intelligent
base & live agent (if needed)
Chatbot, WhatsApp, Email & Webforms.

AI Matrix AI Matrix to classify intent, sentiment &

priority of query and assign automatically to
AI powered intelligent
available robot agents & human agents
classification for all queries
only in case of exceptions

Robotics to automate query processing &

Robotics
response using robot agents (UiPath RPA)
Robots takes first turn
to answer customer queries &routes
to human in case of exceptions

SOLUTION CONCEPT

Support Channels Back end Systems

Live Support
Knowledge Agent

Chatbot

Back office Support

Class A
Webpage Robot
Class B

Class C

Email Classifier Workflow Human

 CSM - BFSI USECASES COVERAGE

Account Opening Client Mappings Account Modification Order Processing

Brokerage Operations Payin Payout Redemption

RMS Complaints Reports Account Closure

BENEFITS

IRIS can save a minimum of 70% of customer existing support function costs. i.e. if the customer
is currently spending USD 3 million in current support function then IRIS can save USD 2 million
within the first 12 months as ROI after implementation/deployment.
IRIS can improve up to a minimum of 200% efficiency in customer existing support function. i.e.
if a customer is currently having 250 employees to support their daily 5000
query/request/complaints volume then with IRIS same number of support employees can
manage more than 10000 daily query volumes.
IRIS with its key intelligence can Prioritise query/request/complaints based on customer
ratings/levels, which can help businesses significantly to grow their higher rating customer base
like HNI (High Net-worth Individuals)

One stop shop solution for entire process transformation

Reduce Manual efforts Improve work efficiency Improvement of Service levels

by nearly 80% by almost around 200% from Days to Minutes

Improved staff retention by reduced Ensure business process continuity

high volume low value work to focus on during transactions influx or
complex/higher value work activities pandemic season.

Faster Deployments within weeks.

IRIS Setup & Data Mapping : 1-2 weeks Medium complex process /query flow : 1-3 weeks
Low complex process/query flow : 0-1 week High complex process /query flow : 4-6 weeks
 HOW TO GET STARTED?

Engage Analyse Deploy

Connect with IRIS Team IRIS team will analyse existing IRIS team will start deployment
or UiPath team business function data & of CSM or ITSM use cases &
prepare ideation provide benefit realisation of it

Improve Grow

IRIS team will provide consulting Scale automation journey

to improve and optimise current and grow business volume
business process substantially

REFERENCE IMPLEMENTATION TIMELINE*

Analysis/Process Discovery: 2 weeks

IRIS Setup & Data Mapping: 2 weeks
Low complex process/query flow: 1 week
Medium complex process /query flow: 2 weeks
High complex process /query flow: 5 weeks
*Might vary depending on the process scope and complexity

Contact Us

Team IRIS India United States Of America

+91 93212 52212 +1 703 622 0005
iris@featsystems.com