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The slides on Spark Care Assistant that follow were extracted from a longer presentation on Cloud Customer Care given at Cisco Live 2016. Cloud Customer Care. Carmen Logue, P roduct Manager Brent Rindal, Product Manager Gary Olmsted, BU UX/UI Architect. BRKCCT-1009 . Care Challenge. ?.
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The slides on Spark Care Assistant that follow were extracted from a longer presentation on Cloud Customer Care given at Cisco Live 2016 Cloud Customer Care Carmen Logue, Product ManagerBrent Rindal, Product ManagerGary Olmsted, BU UX/UI Architect BRKCCT-1009
Care Challenge ? How do I get what I need? BRKCCT-1009
Care Scenarios BRKCCT-1009
Care Offers with the Spark Platform Care Assistant Hunt Group Auto Attendant Spark Call Message BRKCCT-1009 BRKCCT-1009
Care Assistant Need Help Teams of Experts in Spark Rooms New “bot” for care Expert Assistance Self administered Spark feature Team Care BRKCCT-1009
Care Assistant for Internal Questions 1. Invite “CareAssistant” to designate as an expert room 2. Invite “CareAssistant” to a new 1:1 room 3. “I can’t find my CiscoLive Travel info. Can someone help?” Care Assistant 4. Can someone help? • 5. “I can” Individual Spark user Travel SupportSpark Room 6. New roomset up For personalized assistance BRKCCT-1009
Use Case: New Technology Assistance • Supplements web sites and automation with personalized care • Pairs an expert with a novice to help them over the learning curve • Perpetual or Singular Interactions • Conversational BRKCCT-1009
Use Case: Access to Corporate Human Knowledge • Embed Spark in Cisco CC desktop • Replaces those paper contact lists taped to agents’ monitors! • Experts don’t need to be “logged on” and share the load in a Spark room • Agents don’t have to know name and email address of experts to get answers • Improves First Call Resolution BRKCCT-1009
Use Care Assistant this Week • The Virtual Meet the Expert(MTE) • Instructions • Invite virtualMTE@outlook.com to a one-on-one room • Set up a Virtual Meet-the-Expert session by typing “MTE: <area of questions>” • For example: • MTE: Precision Routing • MTE: CVP Studio • MTE: Finesse customization • Depending on time of the request, it may take up to 24 hours to get a match • This will be available only through CiscoLive week! Care Assistant BRKCCT-1009