The next wave of customer care will be data driven. Xerox helps companies to leverage their existing data assets to deliver a more consistent, accurate and personal care experience across the care-mix of contact centre, self-help and social media.
Augmenting agent performance
Understanding the Voice of the Customer
Automating and enhancing the self help experience
Virtual Agent : a self-care tool that understands natural language question, solves the queries and learns from every interaction.
Machine learning, natural language interaction and knowledge management are helping achieve this ambitious goal.