Digital Experience

In the context of dialog management, «digital experience» refers to the overall quality and user perception of interactions with digital systems, such as chatbots, virtual assistants or other software-driven communication interfaces.

The digital experience includes the customer journey and customer experience when interacting with digital platforms, services or applications.

The «Digital Experience» category contains the following technology applications:

Voicebot as a digital telephone assistant

Voicebots allow users to ask questions, give instructions or retrieve information over the phone. The voicebot then responds or acts accordingly. As a digital telephone assistant, the voicebot is used, for example, to handle standardised requests (without involving employees) as a self-service. The voicebot uses AI functionalities for this purpose.

Virtual Customer Assistant / Chatbots

Chatbots interact with users via text-based communication. They are often used to automate tasks, answer questions, provide information or support customer interactions in real time. Since the breakthrough of LLMs (Large Language Models), chatbots use artificial intelligence and machine learning to understand the conversations and generate appropriate responses.

Virtual Reality (VR)

Virtual reality (VR) creates a computer-generated, interactive reality by wearing VR glasses. Users are immersed in a 360° virtual world. A famous example of this is the Metaverse.

Predictive Communication

Predictive communication is the process of predicting when customers have questions or when they are open for offers in order to provide personalized customer care. Data and behavioral patterns are analyzed for this purpose. This method is also used for Next Best Actions.

Use Case: Transforming contact centers into care centers – Electrolux

Internet of Things (IoT) functions

IoT means physical objects that are equipped with sensors, software and other technologies to connect devices and systems with each other. The beacon technology is a prominent example.

KYC and access management

Customer identity and access management (CIAM) enables companies to securely manage the identity of their customers and control access to digital services. They provide functions such as user registration, authentication, authorization and profile management.

Use Cases:

• Customer authentication in the IVR – Raiffeisen Schweiz Genossenschaft
• Authentication by using voice biometrics – Zürcher Kantonalbank

Self-service escalation and support

Self-service escalation and support are applications that support self-service solutions in the case of process interruptions and pass the dialog on to an employee. The system recognizes when users need help and automatically offers the option of communicating with an employee.