Service Excellence
Connect customer expectations to experiences.
PwC's Service Excellence solution elevates your digital experience and human capabilities at every point of contact to strengthen customer loyalty.
We have customized our Service Excellence solution to meet your business and industry needs.
Customer experience is everything: here’s how to get right and exceed customer service expectations
PwC’s Service Excellence solution by leveraging our advanced technology tools, lets you predict customer problems, forecast call center volume and improve agent performance, while you’re able to quickly define new strategies and improve performance in real-time.
Smart Customer Chatbot
Enables superior customer self-service and improves call deflections, through Google’s DialogFlow chatbot technology as a means to extract the intent and context of a support call; which translates into recommending helpful knowledge base articles and FAQs, insightful responses and use-cases.
Predicting likely reason for call
By applying natural language processing techniques to social media messages and transcripts of support calls, empowers a better anticipation of your customers’ future demands and concerns.
Customer sentiment scoring
Provides better service and support by helping you better understand customer needs; using natural language processing techniques to social media messages and transcripts of support calls.
Product recommender engine
Creates opportunities for personalized cross-selling and upselling, by analyzing purchasing customer history and demographic data.
Intelligent issue tagging
Suggests the most relevant solution to problems, enabling a faster resolution; using a topical modeling engine that identifies the cause of the problem by analyzing the problem descriptions.
Call volume forecast
Helps your call center managers to plan for the future with statistical modeling techniques.
Training recommendations
Enables continuous improvement of customer service agents, while measuring their performance throughout the process and taking into account key metrics, in order to better advice appropriate goals and improvement opportunities.
Some of the benefits of our Service Excellence solution designed specifically for you:
Easy scalability
Faster go-to-market
Customer user experiences
Reusable components
Industry configurable
Innovation. Speed to results. Technology enabled.
Our solution is enabled by our Alliance partners and infused with best practices, accelerators and learnings gleaned from our own experience leading clients through their service transformation.
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