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Digital Interactions

Order Concierge

Enterprise Order Flow typically involves many systems from start to fulfillment. Often , the orders do not flow thru as expected. Customer provided information at earlier stages may have changed, some information may not be verified or other exception may occur within the order flow.

Order Concierge can identify orders that need review, corrective action or contact with the customer to get the order moving thru the process again.

Order Concierge ensures that with use of AI powered automation as well as engaging the right skilled and available agent, per business policy, that order exceptions are resolved quickly and efficiently to resume the order flow.

StraViso’s Order Concierge powered by our AI Engine and myWorkBench helps organizations reduce order-to-activation cycle time, meet O2A SLAs and reduce operational costs.

StraViso’s Order Concierge provides a platform to identify, organize, manage, auto resolve and handle Order Fallout. Our intelligent Workbench and Cockpit enables you to:

  • Read Order Queues or Databases to identify fallout
  • Organize fallout into workgroups to prioritize issues and direct toward specific skilled teams
  • Apply automation to specific fallout for auto resolution
  • Create tools to assist agents in fallout resolution
  • Connect fallout with additional IT systems to speed issue identification and resolution
  • Auto assign Orders to agent’s work queue to ensure fallout is worked on priority, error type and aging per configured policy
  • Overview fallout and issue resolution to receive 360° view of organization-wide issue handling

Order Concierge continuously reads your Order transactions and  instantly applies your assignment rules to the fallout.  Through assignment, orders can be directed to bots for automated resolution or assigned to a targeted workgroup for agent resolution.

Automated resolution will invoke our Lumen Bots to apply their business logic and interfaces with other systems to correct order issues without agent touch.  Orders will be automatically resolved in their system of record and continue with their order flow.

If automated handling can’t be identified, fallout can be assigned to a specific workgroup which will focus on defined errors or priorities.  Agents can be assigned to handle specific workgroup errors based on their skill profile.

As orders are updated by other systems, Order Concierge will automatically detect these revisions and ensure latest versions of orders are visible while applying the appropriate automation or assignments to those revised orders.

From our Cockpit, Managers can see an end-to-end view from Ordering to Activations giving them the tools needed to direct resources and prioritize issue resolution.

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Why Order Concierge:
Real-time Order Handling: Order Concierge will read your Order Queue or Database in real-time ensuring your team will handle the most current order revision. No more day-old reports for error handling. Work fallout in real-time while applying automation and advanced tools for resolution.

Auto Fallout Resolution: As each order and subsequent revision is handled, Order Concierge will apply its configurable assignment rules to each order. Through these assignment rules fallout can be targeted for automated resolution through the Lumen AI engine. Our AI Bot can take input from external systems, determine issue resolution path and update systems of record to clear the fallout.

Automatic Workgroup Assignment: Using Lumen’s Decision Engine, if the fallout isn’t eligible for automated resolution each order can be targeted to a workgroup to ensure the issue is handled by the appropriate team with the right skill and priority.

Let Order Concierge Streamline your O2A Flow:
Order Concierge delivers real-time O2A management. With our intelligent automation and workbench capabilities, reduce fallout resolution time while meeting customer service activation expectations.

See Order Concierge for yourself:
Would you like to see Order Concierge in action? Contact us today at info@straviso.com to schedule a live demonstration of our platform and see how we can revolutionize your business operations.

 

Intelligent Workbench: The Order Concierge Workbench provides agents a real-time interface to view, investigate and resolve fallout.  Through our sophisticated interface, agents view order details, seamlessly link to supporting systems and access issue resolution tools directly from the workspace.  Agents can access all the tools they need to resolve issues without opening other applications.

Automatic Order Assignment to Agents: Order Concierge is designed to automatically assign orders to agents when capacity is available.  Using system configurations, Order Concierge can assign orders based on skills, capacity and priority. This ensures fallout is assigned to the best available team for the most urgent issues.

Workflow Configuration: Using Workgroups, Tools and Automations, Order Concierge can support complex workflow configurations, allowing fallout to be managed in targeted process driven approach.  Existing M&P’s can be supported to provide continuity to existing center practices.

Manager Oversight: Using the Order Concierge Cockpit, Managers have a 360° view of order flow, order fallout, work queue depth, issue resolution counts and issue resolution time.  Based on Fallout Resolution metrics the manager can see the performance of individual agents, individual workgroups and the entire organization.