The two technologies that have forced me to embrace the word, "synergy" are SAP’s Cloud for Customer and Transversal’s Prescience.
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”.
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 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.
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.