Category: (2) TAM Application Type
Application Identifier: 5.5.15
Maturity Level: 4
Customer Recommended Action (“Apply”) provides the recommendation for customer treatment based on the customer observation and context. It provides the necessary notification framework (outbound & inbound) to execute suitable action/treatment for the customer across the relevant channel, such as SMS, self-service, email, call center. It also integrates with existing business function/services and processes for action. For ex. integrate with existing credit adjustment process if the decision is to provide credit adjustment to the customer or invoke offer management for X/Up Sell or invoke Knowledge Management for Customer Service issues.
Customer Recommended Action functionality includes:
· Notification framework for outbound & inbound action
· For Outbound, it provides necessary hooks to reach out to the customer via preferred channel such as SMS, email or Social media
· For Inbound, Self-Service or Call Center touch points can get recommendation and a guided action flow to complete the suitable customer treatment (ex. Credit Adjustment handled by agent, or bill dispute initiation via self-service)
· Closed loop functionality to learn from whether the recommended action was accepted or not
· Functionality to avoid proactive backfire (i.e. ensuring a customer reach out action doesn’t result in confusion and more calls to the call center)
· Integration with existing business function/service and process (ex. Offer, Knowledge Management)
This was created from the Frameworx 16.0 Model