21京东BD研究院:潜力无限粤港澳大湾区城市群.pdf
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1、imited or no back-end system integration, is powered by preset menus and conversational flows to drive efficiencies. Examples include: Proactive customer service Simple questions and answers Low-complexity workflows Moderate to advanced implementation, with back-end system integration, that is power
2、ed by advanced algorithms to provide an enhanced customer experience. Examples include: Contextualized and personalized responses Self-service automation Inquiry responses and timely status updatesComplex implementation, with a wide breadth of integration, that is powered by AI and machine learning
3、to more effectively address changing business needs. Examples include: Automated decision making Complex inquiries and transactions Seamless customer experience9Customer experience of the future |As a technology, IVAs are relatively easy to script and implement, though many fail because companies do
4、 not have a robust implementation strategy, assigned management for ongoing maintenance and conversational improvement, or a designed digital experience across platforms. Companies also face unique challenges based on the constraints of their legacy infrastructure and existing technical ecosystems.T
5、hus, the question of where and how to release IVAs may be somewhat complicated. A strategic approach with distinct prioritization, planning and implementation phases can help insurers navigate a range of challenges and realize the full value proposition of IVAs.Business case development: This phase
6、includes thorough research and data analysis to identify economic value, prioritize use case opportunities and ensure alignment with the companys overall business strategy. Planning: Critical steps during this phase include sketching IVA blueprints and communication flow designs, creating customer e
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- 21 京东 bd 研究院 潜力 无限 无穷 粤港澳 大湾区 城市群