Building an end-to-end customer experience with Amazon Connect
Deflecting unnecessary questions allows the team to focus on what’s most important
Given Reveo’s customer experience team is small and nimble, they do not have extra time to work on small issues that can be solved with self-service. Many of their problem resolution revolved around password resets and frozen accounts. This trend holds true with what Gartner published estimating that 20-50% of help desk issues falling into these categories. There was really no need for customers having to make calls to resolve these issues.
Understanding the issues, the OmniLegion team designed and built a chatbot to be used on the front end of Reveo’s SaaS solution focused on deflecting and solving this issue. This essentially eliminated these types of calls. This solution was deployed using Lex.