Transforming Customer Engagement and Data Collection

Overview
(IA) Intelligence-Assisted Customer Engagement and Data Collection: A leading staffing firm representing top tech brands (Meta, Google, Apple, Microsoft) deploys thousands of brand ambassadors promoting products and collecting market insights. Findings indicate that the current process is cumbersome, leads to inaccurate and/or incomplete data, and takes away from a quality customer experience. We developed an (IA) Intelligence-Assisted streamlined process that captures and transcribes audio, auto-fills and submits surveys, and captures additional data not requested on surveys providing deeper insights and uplifting customer interactions at a reduced cost.

The Challenge

• Time-Intensive Process: Compiling materials and pricing for each proposal was manual, laborious and often led to delays.
• Material lists typically started in the field: Use of laptop in the field was impractical in many cases.
• Assembling multiple materials from various vendors: Proposals can have over 100-line items from 6-12 different vendors.

Voice Capture:

• Use existing voice capture technologies to capture interactions:
  This captures the entire interactions for future analysis.
• Self-Service Scheduling via Calendly:
  Reduces scheduling time by 90%.

(IA) Intelligence-Assisted Tools:

• (IA) Data collection, processing, and analysis:
  Facilitates accurate and dynamic survey completion.
• (IA) Dynamic Data Submission:
  Ability to automatically adapt to changing Google surveys.

Experience Artifacts

1. Task & Life Cycle Journeys
2. Common Vision
3. Key Touch Points Identified
4. Compelling Stories with Desired Outcomes

5. Capabilities Needed to Achieve Outcomes
6. System & Process Impacts