I hate the word, “synergy” almost as much as I hate the word, “passion” but sometimes when you experience the powerful combination of two technologies, no other word will do.
The two technologies that have forced me to embrace the word, "synergy" are SAP’s Cloud for Customer and Transversal’s Prescience.
In a previous blog I wrote about Transversal being a knowledge management solution that SAP customers should be considering alongside MindTouch.
Transversal ticks all the boxes in terms of capability that the tech industry is highly excited about now: knowledge, customer experience and machine learning.
What has become clear to me though is that seeing is believing. Sometimes you have to experience a technology in order to “get it”. With VR you need to put a head-set on to experience it first-hand. Based on the customer response to a recent demo, Transversal is the same. If you are interested and want to skip to the demo, simply completely the short form at the bottom of this page. If you need more convincing – read on.
While we’ve integrated Transversal into SAP cloud and on-premise solutions, it is a standalone product in its own right that can deliver knowledge through a number of channels including web, mobile and contact centre.
The easiest way for you to experience Transversal at first-hand is via the web.
Try this now: Go to Google and ask the following question, “at what age should a child use a booster seat”.
Click onto the highlighted article and you will be directed to the Ask Mothercare site which runs Transversal.
In the screen shot below, area “A” is the knowledge article that has been served up by Transversal. Area, “B” allows the customer to indicate whether or not the article answered their question (If entered the response gets fed back to Transversal). Area, “C” shows questions that are related to the original question. Transversal makes the connections automatically. There is nothing for the knowledge manager to do here and over time, through machine learning, the related questions will be predicted more and more accurately.
What I love is that, Mothercare has very subtly created a natural link between, Ask Mothercare and the e-commerce site. Clicking on the, “Highback booster seats”, highlighted above opens a new browser tab and launches the, Mothercare site with the appropriate product range displayed.
It’s not too hard to imagine the benefit of using this technology on your customer facing e-commerce site or corporate portal. Transversal integration into Hybris Commerce anyone?
What if you enabled this same capability within your contact centre? Here’s an example of Transversal integrated into the SAP Cloud for Customer Ticket functionality.
In this example, the subject of the Ticket is automatically transferred to Transversal and the most likely responses to the query returned automatically to the agent. Take a look at area, “A” below.
The agent clicks on the knowledge article they are interested in and the details are displayed.
ransversal also displays the next most likely articles that, based on experience, the agent will be interested in. As with the Mothercare example, Transversal uses machine learning to provide the list of related articles.
Area, “B” allows the agent to indicate whether the article was helpful and if necessary provide an alternative response using the “Create Article” option. Area, “C” shows the Related Articles.
I believe that that the combination of SAP Cloud for Customer and Transversal make a compelling case for the adoption of SAP Cloud for Service functionality in any organization that cares about customer service and the customer experience.