Service

Automation
 Customer Service

•  Customer service is the assistance provided to customers before, during, and after
purchase.
• An organization wanting to provide error-free customer service will invest as much money
in it as they do on aspects such as product development or sales and marketing.
• For example, in a B2B context, a company purchasing new manufacturing equipment might need
pre-purchase engineering advice, assistance during purchase with drawing up precise
specifications for the equipment and post-purchase assistance with operator training.
 Modelling Service Quality

• It is pervasive. It is everyone’s responsibility; it is neither

delegated nor relegated to a single department or function
• The operations run smoothly with minimal product and service
defect rates.
• They are always looking for ways to improve.
• Customer service lies at the heart of the value proposition.
• Customer service is the main selling point.
• They build personal relationships with customers.
• They employ the latest technologies that allow their customers to
interact with them more conveniently.
 Services Automation

• It is the condensation of many human-

centric services into a streamlined,
software-based online platform.
• Example: Uber and Netflix. 
• Service automation is used in four major
contexts:
1. Contact centres
2. Call centres
3. Help desk
4. Field service
Benefits of Service Automation

Greater service agent

Enhanced service effectiveness
productivity

Enhanced service efficiency Improved customer experience.

Improved customer engagement Improved customer retention.

Functionality provided by Service
Automation Software

• Activity management
• Knowledge-base self-service
• Agent management
• Mapping and driving directions
• Case assignment
• Outbound communications management
• Case management
• Predictive dialling
• Contract management
• Queuing and routing
• Customer • Inbound
communications communications
management management
• Scheduling • Spare parts
• Customer self- management
service • Interactive voice
• Scripting response
• Email response • Voice biometrics
• management • Invoicing
• Service analytics • Web collaboration
• Escalation • Job management
• Service level • Workflow
management development
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