Given current business volatility, customers want immediate solutions and the question is: as a Business Process Outsourcer (BPO), is AI right for you, now?
At Liquid Analytics we recognize that results need to be delivered in weeks and not months. We offer risk management, intelligent goal management, conversational experiences, and anomaly detection products that make it easy for the customer to succeed with AI implementation.
The key to our successful Velocity AI session is the interaction between our clients and our modelers. Our research and modelers are experts in AI, economics, business processes, user experience, and knowledge graphs. Art and science come together to create delightful AI solutions.
Addressing some of the questions below will allow us to get a sense of the business and drivers. During the discovery process, we will go into more detail with your team.
Business Objectives
What are your OKRs?
Objectives and key results for the organization?
What are your key components of the current business plan?
What are the specific pain points?
What are the opportunity areas to drive against?
Added value, cost savings, threats/risks
What stands in the way of meeting or exceeding those goals?
What friction exists that reduces efficiency within the business?
What are the potential benefits and measurable business value of solving these challenges?
What are your digital transformation initiatives and how do you see AI transforming your industry?
What sets you apart from your competition?
Data
How do you describe your business in context of your data?
What data exists and how much data can we access? Is the data in the right format?
Is your organization collecting the data required to solve key issues and take advantage of existing opportunities?
How do you see your data adding value to your business, to your customers, and to your employees?
Is there a service offering you would like to add to your portfolio?
Are you missing data? What alternative market or customer intelligence data would you like to augment with your current data?
Market data
Customer intelligence
Alternative data
How much internal unstructured data do you or your customers have that can be used to glean insights?
Employee HR records
Benefit plans
Customer product documents and websites
Risk Management and Security
How does your business manage risk?
What processes have you changed In 2020 as a result of COVID-19?
What are your risk tolerances for innovation projects?
What is your event horizon, meaning how forward into the future are you planning in today’s volatile market?
In the areas of BPO - where is your growth, risk, or areas of slow down?
HR processing
Health services
Security
Customer care, customer relationship management, and customer experience
Sales, information, delivery, service
Image recognition
Intelligent chat
Robot process automation, business process automation
Do you have a published data security policy?
PII (Personally Identifiable Information)
Financial data
Health care data
Anonymous data
How do you log access, usage, and interactions? Who does what, when?
What are your different levels of data security and what are the rules for these security categories?
Security labels
Rules for training data
External use guidelines
Retention and expire rules
How are keys and logging managed
Cost Savings and Efficiency
What are the areas of cost savings and efficiency opportunities?
Hiring
Training
Automation
Risk
Facilities
Technology
Management and reporting
Other
Employee Engagement
Who is your ideal employee?
How would you like to improve, acquire, develop, keep customer service reps?
How are you creating processes for your call center reps, CRM managers, and experts?
Automated filtering
Simulation and training
Monitoring
Customer Service Strategy
What is your customer service strategy?
What tools do you use?
How do you connect and interact with your customer’s tools, such as Service Now?
How are your competitors and/or the industry using machine learning for innovation and advantage?
How do you envision customer acquisition and retention over the next 18 months?
How do you see the value of sentiment analysis in your operations?
Directing calls
Escalation
Reducing call times
Collecting call history
Creating a map of customer behavior
Identifying security risks
Employee monitoring
Social media posts
Contact Liquid Analytics, or our partner, UDT to learn more about how Velocity AI can jumpstart your BPO or Contact Center Solutions with AI.
© 2020 Liquid Analytics
Vish Canaran is a founder at Liquid Analytics. Previously he was the founder at MediaServ, MobileQ, and Opence. Opence was focused on software for the BPO market. Opence built the Xtrix engine that identified defects and anomalies in BPO and HRO data streams, specifically with the intent of identifying defects in global payroll processing and HR life events. Opence, Inc. was purchased by Convergys Corp. Vish ran the engineering team for the HRO division at Convergys post-acquisition.