Self Services & Chatbots
Give customers the power to help themselves
With the help of self-service pages or services, you and your customers are able to solve minor errors without further assistance. The provision of digital machine data, an overview of common error sources as FAQs on the device or help files meet the customer's need for speed, time and cost savings. This also benefits your service technicians, who can productively use the resources gained for the really complex tickets.
Advantages of Self Services
- Customer can fix minor faults/maintenance/repairs themselves
- Machine manufacturer concentrates on complex maintenance and repair work
- Reduction of costs for manufacturer and customer
- Quick help for self-support
- Serves customer loyalty and differentiation from the competition
Application scenarios of bots
- as a service bot: all information collected via chat can be filed to the service message. The question to ask yourself: How long do I try to use it as search support?
- or in the form of a search engine, where you don't even recognize the bot as such.
Possible uses of service bots
- Simplify complex things: write or speak in natural language, reduce user interface, recognize context e.g. customer number, assembly via existing data in the background
- Use cases from FAQs, to data query, to data entry
- Spare parts document search
- Ordering of spare parts
- Instructions for repairs
If the chatbot finally reaches the end of its possibilities because no solutions are maintained or the conversation becomes too complex, it is handed over to the best-qualified advisor or a service ticket is created out of the communication outside of business hours. Your advantage: the service assistant does not have to ask the same questions again the next day that were already specified in the chatbot, but starts top-prepared into the actual problem solution.
We are happy to support you in the creation of dialogue-based products and services covering the complete editorial life cycle. Editorial because many dialogues have to be maintained and this represents editorial work.
Empower your customers with control over digital service offerings with our self-service solutions from AI chatbots and digital portals to knowledge bases.
OPPORTUNITIES FOR THE MECHANICAL AND PLANT ENGINEERING SECTOR
SAP FIELD SERVICE MANAGEMENT
Increase the mobility of your service technicians and increase your first-time fix rate with efficient, standardized processes. Intelligent planning and control tools, machine learning, the Internet of Things as well as smart self-services and mobile applications provide comprehensive support in cost-saving order execution.
Do you have any questions?
We are happy to help you!