Connected Customer

Logic20/20 delivered the strategic, architectural, and development expertise needed to drive our partner towards their dual goals of improved tools for agents and a self-service platform for customers, both driven by AI.

To address the first goal, we laid the groundwork for CI/CD, microservices, and AI/ML capabilities to increase the speed of application development and utilize automation to empower the customer care team to deliver world-class customer experiences at the pace the business needed. Our team built innovative social media and messaging platforms, delivering faster access to customer account activities, real-time AI on each conversation through topic modeling and sentiment analysis, dynamic agent routing, and 360-degree views of customer conversations. We integrated Apple Business Chat on our partner’s mobile app to enable direct, responsive service for iOS customers and built integrations with Facebook, Twitter, and other social channels. We also enabled digital care agents and managers to personalize their customer-facing personas, offering a more human experience to customers using digital platforms.

Sample screenshot from our partner’s customer care agent platform (Source)

For the second goal, we built a virtual assistant to handle simple FAQs, allowing customer care agents to handle more challenging inquiries. The two-week deployment of the platform was made possible by microservices, cloud infrastructure, and agile DevOps best practices, allowing the team to build a fully functional service that still met our partner’s customer-obsessed standards.

On the back end, we built connectors between customer care and our partner’s major business systems (billing, CRM, services management, etc.). We also set up the workload according to DevOps best practices, which enabled frequent deployments. Finally, we enabled an ambitious service roadmap based on a robust, scalable technical architecture.

As a value-driven strategic partner, Logic20/20 invests in the success of our partners and project teams:

Our partner’s new AI-driven customer care platforms have handled over 20 million conversations YTD in 2021 and contributed to dramatic improvements in NPS and CSAT scores. Employee attrition in the customer care center has decreased considerably. The enterprise also generated massive savings in their bottom line—over $100 million to date—by lowering the cost-to-serve, partly due to automated insights that would have historically been handled manually by customer care agents.

“We measure customer satisfaction on every channel,” one of our partner’s vice presidents said in a recent interview, “and the messaging scores are very close to the assisted scores, which are damned near perfect—something a traditional chatbot could never achieve.”

As a value-driven, full service, product-focused consulting company, Logic20/20 has a proven track record of realizing tangible outcomes for key initiatives across our partner’s organization. Having partnered with this enterprise for several years, our product experts and niche business and technology capabilities help business leaders drive scalable solutions to market quickly.

The teams and consultants we deploy operate at the intersection of business and technology to ensure fast product development and quick adoption by internal and external customers. We work closely with our partners to build teams with niche skillsets and relevant experience that up-level the products and teams they support.

Part of our value as trusted partners is the way we help our clients, stakeholders, and teams connect the dots across the business. Our project leads work closely with each other to share knowledge from across the company to ensure their projects are up to date with initiatives happening across the business.