2 Video: Navigate and find reports in GCXI.Confidentiality did not seem to be a limiting factor, because 64 percent of surveyed consumers were comfortable overall with the interaction as it was presented. When presented with a healthcare scenario enabled with modern engagement capabilities, 72 percent of surveyed consumers overwhelmingly felt that their experiences were enhanced. The entire session is recorded to be included in your medical file. The nurse can use annotations to highlight the rash on your arm. The doctor joins the call and they both evaluate the rash. The nurse would like a second opinion and shares the screen with a doctor. You give the nurse permission to turn on your mobile device’s camera. You describe the rash but the nurse wants to take a look before recommending treatment. You click the button on your doctor’s app to speak with a medical professional. Hospital visits can be time-consuming, and skin rashes do not normally constitute an emergency. You develop a skin rash and want to know if it is serious and needs to be treated by a doctor or if it will resolve on its own. 68 percent of the consumers we asked felt generally comfortable with the presented scenario. Being able to use the camera and screen-sharing help to ensure that the issue is resolved correctly in this interaction. Allowing for seamless transition from one channel to other gives customers a better overall experience. ħ7 percent of surveyed consumers felt that the scenario was enhanced with modern engagement capabilities presented. The technician then asks to see your screen to help optimize your Wi-Fi router settings. The technician asks to access your camera to see if the wires are connected correctly. When the technician receives the incoming call, they read the chatbot transcript and offer to walk you through the installation process. You choose the assistance and an HD voice call is initiated. After you answer some preliminary questions from a chatbot, it offers to connect you with live technical assistance. After not finding configuration instructions, you press the button “Chat with a service representative” a chat window pops up. On your smartphone, you log onto the cable operator’s website for help. It is more confusing then you thought it would be. You opted to have the wireless router mailed to you, so that you could set it up yourself. You recently signed up for internet service in your home from a cable operator. 61 percent of consumers we asked felt comfortable with the situation as it was presented They likely felt confident that their issue was satisfactorily handled, due to the personalized interaction. The consultant reverses the charges and tells you about new fraud alert service the bank offers.ħ4 percent of surveyed consumers felt that their experience was enhanced in the presented scenario about reporting credit-card fraud. The consultant confirms which charges are fraudulent as you scroll through your online statement. The consultant asks if you are willing to share your screen, so that the consultant can make sure that correct charges are identified. The consultant knows your account information and promises to help you reverse the fraudulent charges. The application uses your mobile device camera and facial recognition technology to verify you are the account owner. A high-definition voice connection is immediately established between you and a fraud consultant at the bank. You find the “report fraudulent activity” button in the app, and press it. It seemed much higher than you expected, and you notice some unusual charges. You logged on to your bank’s mobile app to review your credit-card balance. In this situation, there is no confidential information being shared that is not already available. Based on your tone, a post accident specialist follows up a day later to offer comfort and assistance.ħ8 percent of surveyed consumers felt that having a claims process that minimized giving routine information and accurately captured the relevant information with video enhanced their overall experience.ħ1 percent of consumers we asked also felt comfortable with this scenario. The adjuster offers to forward your recorded video to approved repair shops in the area. The adjuster asks you to video-record your vehicle’s identification number and the extent of the damage. The adjuster knows who you are and has access to your account information. You press the button and speak to a claims adjuster directly. A button appears for speaking to an insurance claim adjuster. While at the scene of the accident, you launch your insurance company’s mobile app and locate the “Report an Accident” link. You are in a minor car crash with another vehicle.
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