CUSTOMER GATEWAYS
BY KUMAR CHINNAKALI, CAPGEMINI
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY YOUR CONTACT CENTER NEEDS A GATEWAY AND NOT JUST AN IVR.
STRATEGY VISION AND INDUSTRY VALIDATION
Vision
Introduce a " Customer Gateway " as the front door of your contact center system. It would function like an API gateway or AI gateway; it would identify, enrich, and route every participant before detecting customer intent( intent detection). This enables personalized IVR experiences and smarter automation.
26 CONTACT CENTER PIPELINE
... A " CUSTOMER GATEWAY "... WOULD IDENTIFY, ENRICH, AND ROUTE EVERY PARTICIPANT BEFORE DETECTING CUSTOMER INTENT( INTENT DETECTION).