New use cases for A3 in telco care channels

During research for my 2024 update of the financial value from A3 in a telco, the contact centre and other assisted care channels saw the most discussion of new uses for A3.   The financial upside is divided as shown here and is a littel higher than the last update in 2022:

The rise of the digital assistant brings additional financial value from A3 to the contact centre

Digital assistants are software applications that perform tasks or services for, in this case, agents in the contact centre.  The first digital assistants were seen over 10 years ago using automation and analytics to provide as-needed information to agents and functionality such as “assisted sign-on” (where agents specify the order in which they want applications to launch and the applications then log on automatically with one click).   Gen AI has added a range of new capabilities to the digital assistant in the last 18 months, including:

• a natural language processing front-end (often seen referred to as “conversational AI” in the contact centre)
• Improved synthesis and management of information from a range of sources including case management, knowledge bases, BSS and OSS
• the generation of suggestions for the agents (e.g. the correct amount of credit to extend based on the customer’s lifetime value)
• summation capabilities that automate the creation of notes at the end of a call.