La storia del customer care
If today we have advanced Customer Care, we owe it to the Ford Mustang. The boom in sales led to the birth of the first Freephone number in collaboration with AT&T.
In the 70s/80s. Assistance throughout the entire life cycle of the products demonstrated the potential of relationships. The first databases were born, and along with the Automatic Call Distribution, an automatic switchboard that redistributed traffic and determined who had priority of response. To each its own value.
It had been talked about since 1960, but IVR (Interactive Voice Response) was implemented in the 1980s. The recorded voice guide, with a slightly metallic tone, that directed the caller to type the number associated with the service or information on the telephone keyboard.
In Italy, the Freephone number (the cost of calls is entirely borne by the called party) arrived late. The Monopolistic Company: S.I.P
Computer Telephony Integration
The first technology that “increased” the telephone by multiplying the touchpoints; you could get in touch with customers via fax, email, SMS. The new Contact Centre paradigm was outlined.
The term was created in ’96, but Customer Management software already existed. It is a software that manages and archives the interactions that take place on different channels giving rise to the new CX strategies: omnichannel implemented via RPA.
There was a time when we couldn’t do without them. Even today SMS have a unique record; over 90% of those who receive them, read them. Reminder to marketing managers: chats are fast, but SMS are reliable.
Year zero of the new millennium marked the adoption of chats also in the business world. The first to use business messaging systems were AOL, Yahoo, Messenger and MSN; making its potential known to the world.
Speech recognition of natural language has developed over time. Yes, that of Siri, Alexia and Google Home. In the industry, it is not only used to manage interactions, but also to automate dictation and reading processes.
Intelligent automata that recognise and satisfy specific requests, or interact with human, or artificial intelligences, in hybrid contexts for the management of complex tasks.
The need for timely assistance and the need for brands to publicly manage their images welded on FB and Twitter. A double somersault for caring, which then became communication. Do remember Carter Wilkerson?
Today and tomorrow. Registration, availability, access, and analysis of large amounts of data that make it possible to identify the type of customers, their needs, and expectations in order, to provide tailor-made solutions.
From spoken to visual. Augmented reality viewers, in addition to providing remote assistance and creating new user experiences, record the signs of paraverbal communication and transform them into insights via AI.
Virtual Reality Room
Simulation of real situations through advanced technologies, that allow us to explore photorealistic environments in real time, by interacting with the objects present.
We have focused on hybrid areas and converging technologies. A scenario in which automata and human intelligence cooperate in a context of distributed companies and cooperation between technologies and providers. – imagino che cosi e’ scritto perche la testa dell’uomo e’ sopra!