Signed in as:
filler@godaddy.com
NEXT-GEN APPLICATION
Situation
When the customers see some information on their apps/account pages and call the customer service - there needs to be a uniform language and information grouping so that the conversation remains smooth and productive - eliminating the confusion.
Sync UX/UI across platform
Research and survey along with interviewing the users brought up a list of pain points and areas of confusion. IA and reorganizing the flow with customer-centric approach provided a common language platform greatly enhancing the customer experience.
Bringing RPA to use
The RPA module - driven by customer profile, speech analytics and NBA engine required a seamless UX to help the users perform their task smoothly and leverage the dynamic help, flow guidance and most appropriate/next best actions. This real time RPA module if integrated to the existing UI will increase the productivity by more than 50% and reduce the repeat call by double digit percentages.
Challange
The common RPA module had to be integrated onto variety of apps with non-uniform UX/UI across the platforms. Had to be non-intrusive and blend with the existing parent app.
Solution
Multiple customizable and flexible options were created to be plugged in with various apps. Allowing the users to switch on/off the RPA engine easily.