1078 - 使用 IBM Business Automation 构建多渠道客户服务解决方案.pdf

1、Orlando,FLOctober 69IBM TechXchange 2025Explore.Build.Launch.Session 1078Architecting a Multi-Channel Customer Service Solution with IBM Business AutomationThere is NO RIGHT ANSWERDISCLAIMERPart Real-World,Part AspirationalWhat is“easy”and what is“hard”Today is about kernels of knowledgeOne size doe

2、s not fit all Complexity of Needs Customer Base Volume Budget GoalsThis presentation is for informational purposes only.The speakers appearing at presentation are solely responsible for the content of their presentations which may not necessarily represent the opinions of other speakers.Core Archite

3、ctureMulti-Channel Input Source of customer service requests The importance of homogenizationBusiness Intelligence/Rules Automation of the Knowledge Worker Evaluating suitability for automation Is the input“in good order”?Do we have a capability to automate this scenario?Service Handling Where the a

4、utomation happens.Manual Workflow Low volume services may not have an ROI in automation Some content may defy distillation into automatable contentReporting Especially important if human eyes wont ever see automated service requests Gives business leaders feedback on ROI and where to invest in furth

5、er automationCore ArchitectureMulti-Channel InputBusiness Intelligence/RulesService HandlingManual WorkflowReportingService HandlingMulti-Channel InputPaper FormseForms/eSignatureWeb FormsEmail&EFaxTelephone/IVR/MobileUnstructured CorrespondenceData Homogenization LayerDisposition ScoringEligible fo

6、r Automation?Automation ScoringAutomation SolutionCatch-All/FallbackNo Automation AvailableAutomation via APIAutomation via RPAAgentic AIScreen ScrapingWhatever(non-Human)Incomplete DataMulti-Channel InputForms Paper Forms eForms/eSignature Web FormsEmail(and eFax)Telephone Voice IVR MobileUnstructu