Begin with the customer’s need.
A question about an order, a service or a choice has a purpose behind it. Map what the person is trying to achieve and the information needed to help them move forward.
Customer relationships · SAMANTHA CXIn development
Every question is part of a journey.
A customer needs a clear next step. Explore a conversational experience designed around the request, its permitted context and the people who can help.
Explore the customer scenario ↗Keep the next step in view.
SAMANTHA CX is designed to relate the request to permitted context and help identify what comes next. The evaluation should include the point at which a person takes over and the information they need to continue the conversation.
Evaluate the whole journey.
Choose one journey and agree how to assess answer quality, unresolved questions and human handover. Compare the proposed experience with the service already in place, using evidence from representative situations.
AN IDEA YOU CAN EXPLORE
Follow a customer question.
The guided CX scenario follows a fictional delivery question through three steps. It illustrates the intended experience without accessing real orders. SAMANTHA CX is in development.
A conversation, in contextConcept demonstration · Fictional data
YOU
Can I change my delivery?
SAMANTHA
Let’s look at the options for your order.
Example order · Delivery scheduled for Thursday01 — Understand the request
A customer wants to change a delivery date.
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