By Josh Bowcott, Product Manager, Oracle Service Cloud
As we look at the “Internet of Things” (IoT), we see there is a very large spectrum of capabilities that can be leveraged through the insights gleaned from connected devices. For instance, by gaining insights into the customer and the problem they are facing, companies can use data captured from connected devices to improve self and assisted service. But how do companies tackle this and how does IoT data help? I introduced the "IoT Enabled Time to Value - A Multi-Step Approach" in my first blog post Steps to Unlock the Value of IoT Enabled Customer Service Experiences. So let’s dive into the first steps of this maturity curve and look in detail at Self-Service Registration and Increased Visibility.
Self-service registration sounds pretty straight forward, so how does this pertain to IoT? What’s interesting about this stage is it’s not actually IoT capabilities that are driving customers to share this information but rather the desire to gain additional value and benefit from the product and its other capabilities. The backend services are enticing customers to share information via product registration.
For example, do people buy a Fitbit to use simply as a watch? While the device does tell time, it is most likely we will use IoT enabled devices to gain information about ourselves and share information among likeminded communities of users.
Self-service registration is not only a great customer experience tool for consumers, but brands too! Once customers register, brands gain greater visibility and greater insights into not only the product customers are using but also the use of the product.
In the Increased Visibility stage, the customer engagement process continues to function in a reactive mode. The business can decide at what point to use the information and when to use it to support an inbound interaction. When an interaction comes in, the right person is identified to handle the chat, call, email or phone call. For example, IoT insights can be used to determine which agent or agent group to deliver the interaction to. In parallel to delivering the interaction to an agent, insights from the IoT device can be captured and made available to the agent.
Once the interaction has been delivered to an agent, the interaction can be augmented with information from the IoT device. We can give the agent insights into things like status of the device, serial number, date of installation and the state of the current operation. Information about the customer’s issue can be much more detailed and the agent is now armed with relevant data to begin assisting and solving the issue being reported, like excessive vibration with a washing machine or an abnormal heat alert for a set of bearings on an assembly line.
In my next blog, I will begin to explore what it means to use IoT data to provide insights into self-service tools as well as treating data from a device as an additional channel into the contact center.
In the meantime, if you are thinking about offering product registration or bringing IoT-generated data to your agents' desktop (or already doing it!) leave a comment and share how you’re approaching this. And if you have questions, share those too. We love to hear from you.