Fully integrated into omnichannel

All ACE general omnichannel policies (routing, administration, reporting, intent detection) also work for email. The management and prioritization of e-mail can be customized to fit with other more time-critical media in an omnichannel strategy. E-mail messages can be automatically forwarded or put on a waiting list where the agent can preview the content with mouseover and pick what matches competence.

E-mail can be controlled and mixed with other channels or handled separately. Intent and errand can be automatically identified with text analysis, pattern matching, return address, subject line, and metadata. Information compiled by ACE may be presented to the agent or used to extract additional data from ERP systems via integrations.

Automatic replies can be made more personal with language comprehension and integrations with back-end systems. The routing engine can escalate e-mail automatically based on business data/rules such as SLA. The agent can direct further e-mails to colleagues or queues.

Statistics

Statistics and data are collected and stored in Telia ACE’s central interaction database with the same metric as for other channels. This creates uniform processing and makes it possible to compare data for channels in a combined strategy.

Create email deflection with smart contact forms

By adding ACE Knowledge to the mix, e-mail from contact forms can in some cases be completely discouraged.  This works by ACE Knowledge analyzing the form text and directly presenting content from the knowledge base that matches the customer’s query before the customer presses “submit”.

Helpful auto replies

Intent, case, and content of e-mail messages can be identified by various methods such as rule-based identification where words in the case line are matched to predetermined words. Other options such as social security number, case number or membership number can also be used and with ACE Knowledge it is possible to use Natural Language Understanding.

ACE Knowledge requires a separate license.

• Rule-based – match against keywords in case line or content
• Pattern matching – social security number, membership number, case number, etc.
• Natural language understanding (NLU) – for a more fine-grain classification (requires separate license for ACE Knowledge)

Access to all interactions

A threaded view of the dialogue is available and presented in ACE Interaction View. It makes it easy for any agent to go back and see the customer’s previus contacts across channels. For text based interactions like chat and email the actual content of the interaction is available.

Emails can also be put on hold while the agent works to solve the case. Relevant stats for the interaction are still recorded by ACE.

Macros and shortcuts

It’s possible to set up shortcuts for predefined common answers and phrases as well as for strings like agent name, date, customer name, case number or other interaction data keys related to the email.

Different teams can have different sets of shortcuts. Macros are managed by the team coach.

Smart knowledge base

With ACE Knowledge,  it’s possible to provide more detailed answers using text your smart knowledgebase, including attachments and links.  Naturally you have access to spell-check and personal signatures and it’s possible to configure multiple selectable senders.

ACE Knowledge requires a separate license.

Place emails in queues and waiting lists

An agent may put an email back in a queue or in the personal waiting list of another agent. Any draft reply is included so that a colleague can pick up and finalize in a simple workflow.

Address book built in

The agent has access to a personal address book, a central address book and may also use the organisation catalogue for lookups.

• create, modify, and delete meeting types
• see, change and cancel all meetings
• see all the information about meetings
• change a specific meeting
• see statistics like total availability versus the number of bookings
• switch booked agent
• create new meetings
• create groups of agents who can be booked for certain meeting types

For the customer, the booking process is simple. In just four steps, the customer goes from seeing available meeting types to a scheduled meeting. The customer chooses the meeting, time, fills in their details and any comments and then immediately receives a confirmation of their booking. Done!

If the customer needs to update their contact information or cancel their appointment, it can be done directly via the confirmation sent by e-mail and/or sms.

Complete chat function with great benefits

All ACE general omnichannel policies (routing, administration, reporting, intent identification) apply to chat. The agent can see in ACE Interact if the customer is securely authenticated, for example with Mobile BankID and who the customer is. Chat sessions are encrypted to protect customer privacy. 

General routing policy

Telia ACE general routing policies are applied to chats. Chats can be routed based on several different intents. Customer data and the customer’s intent are compiled on the web and accessible for the agents. The same data can be used to automatically look up information in underlying ERP systems. Chats can be forwarded to colleagues or other queues if necessary, and all information is included during the chat’s lifetime. 

Chats are routed to agents using push and pull or a combination of both. 

Statistics

Statistics and interaction data are stored and compiled in a common database and with the same metrics as other channels. This ensures consistent channel interaction statistics. Statistical metrics are synchronized with each chat status, to avoid duplicates on, for example, AHT. 

Configuration and customizations

Webchat is presented on the web page with an inline, floating or bot widget. The SDK includes features for queue information and opening hours. The configuration and customization of chat widgets is done in a graphical interface, both styling and icons. 

Integrate with ACE Knowledge

Chat contact form or contact us data can be integrated with ACE Knowledge. With ACE Knowledge, relevant answers to the customer’s question are presented directly in the chat, limiting the need to send emails. 

Chat opening hours

Opening hours are configured in ACE Coach and presented seamlessly in the widget on the website 

More features

Offer the customer to switch to video calls or to have a copy of the conversation emailed after the chat ends. ACE Video requires a separate license. 

Examples of features

• Targets for the number of concurrent chats can be configured at the individual level. The system automatically controls the chats according to routing policies until the target is reached. Agents can engage in more conversations by accepting more chats 
• A threaded conversation history is available in ACE Interaction View. This is useful when different agents have had multiple interactions over time, in different channels, with the customer. For text-based interactions, the content of the conversation, automatized default phrases such as greetings and endings are displayed. It saves time for agents.  
• Stored responses saves time and quality assures communication— keyboard shortcuts for common responses—macros that expand to agent name, date, customer name, case ID, or other interaction data related to chat— macros can be administered by the coach— different sets of saved responses can be defined for different teams

• ACE Knowledge, can be used for more comprehensive responses including attachments and links 
• Spell checker for agent’s response 
• Place the chat in an ACE queue or waiting list or other agent’s personal queue 
• Personal address book, common address book and organization directory 
• Clickable links received by the agent by the customer are opened in a secure “sandbox” environment 
• Standard configured widget inline/floating/bot widget 
• Integrated features for information about queue times and opening hours 
• Color and shape CSS 
• Customize widgets or apps with the Web SDK 
• The agent can reply to chats from a list, or chats can be automatically distributed until each agent’s individual parallel chat targets are reached. 

Fully integrated chatbot

ACE Chatbot is an integrated component of ACE following all general omnichannel policies (routing, administration, reporting, etc.m.) as other functions of ACE. 

Deploy and train

The chatbot can be set up in app or on web according to wishes and needs. The user cases are modeled in ACE Knowledge and the bot is integrated using scripts that retrieve the software from our cloud service or own storage. 

The chatbot’s abilities are continuously built up and improved with both supervised training and self-learning from user data. It learns synonyms, new expressions and which answers work well by itself. Supervised training uses real user data and a coach helps the bottom understand real questions and fine-tune their answers or actions. 

Smart chatbots use smart knowledge bases

ACE Chatbot can answer customer questions with knowledge from ACE Knowledge. Use the bot as a visual IVR to guide the customer right with buttons in a graphical interface along with free text and context, such as navigation history on a website. 

Uses intent to guide chat to agent with the right skills when needed and takes into account context, such as on which web page chat is started 

Self-learning

ACE chatbot is self-learning based on common questions and best solutions. GUI for supervised training. 

ACE chatbot can be integrated with and retrieve information from support systems through REST and JS APIs. 

Part of a proactive web

The chatbot can be initiated automatically based on the customer’s behavior and business rules. 

Routing

Suggest relevant answers based on understanding the specific question the customer asks or refer the customer to the best channel based on the question and context, such as web navigation, current queue times, time of day, and more. You can also control chat to agent or from chatbot to callback or email. 

It is also possible to convey identified intent and interaction data to ace routing engine. 

Integrated contact paths

Integrated contact paths that use support systems for e-mail forms, for example, with links to business or CRM systems. 

Fully integrated with other channels  

Communication in social media can be made a fully integrated part of ACE and follows the principles of routing and analysis.

Facebook and Messenger are linked to Telia ACE and are managed as media in the agent tools. Other social media channels may be integrated through APIs and are routed as work item.

Data is stored in the central contact database for statistics and are easily available in InteractionView.

SELECTION FEATURES 

• If the agent wants to send a text message during the interaction, the number is pre-filled
• Sms can also be used in ACE Survey to follow up on the customer experience using surveys. Sms survey can be sent to follow up calls, callbacks and chats for example
• Outgoing SMS senders are configured in the ACE Admin administrator tool
• The agent can send text messages directly from an archived contact in Interaction View
• Use the optional IVR SMS  to send text messages directly from the voice response with a link or information that helps the user solve their case on their own

• To ensure quality and speed up work with outgoing text messages, there is both spelling control and the possibility of ready-made standard messages that the agent can access with simple shortcuts
  • keyboard shortcuts for the most common answers
  • macros for the agent’s name, date, customer name, case number, or other interaction data associated with the message
  • available macros are managed by the coach
  • different teams can have different sets of predefined responses
• Variables can pick data from the current contact

An integral part of ACE Interact  

With a fully digital online signing solution, ACE E-sign, customers can quickly and securely sign documents. No papers needed to be printed, mailed, signed by the customer, and sent back. 

With ACE E-sign, the customer can read through the document directly and sign during the conversation. By fully integrating ACE E-sign into ACE Interact, ACE Interact makes it easier for the agent to follow the customer throughout the process – from first contact to finish. 

Secure document and agreement management

Telia’s ACE E-sign stores the signed documents securely in the system, but it is also possible to store the documents yourself.

Follow the process

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it is opened by the recipient, and when it has been signed. You get full traceability withIP addresses, dates, and timestamps. The solution can be integrated with Mobile Bank ID, but also allows other methods of signing. 

See when the document is signed

The document to be signed can be sent to the recipient via email, sms or delivered by ACE Chat Bot. The signed document constitutes a legally binding agreement. 

ACE E-sign also makes it possible to automatically keep track of when a document is sent out, when it has been opened by the recipient, and when it has been signed. 

The process also gets full traceability including IP addresses, dates, and time stamps. 

The solution can be integrated with Mobile Bank ID, but also allows other methods of signing. 

More information at Scrive

Scrive provides trusted services under the EU eIDAS Regulation  and can offer all levels of electronic signatures under the Regulation. 

• For more information about eSign and Scrive, visit www.scrive.com/.