Designing A New Automated Customer Service System

In the modern business scape, the reality for many companies is to design practices in accordance with customer expectations, specifically with regards to the ever-increasing need for digital options. This is the case for many industries, with many pondering on how to go about addressing the issue. Bogers Media is one such company to have taken the liberty of not only addressing but also designing, with the intent to implement, a new automated customer service system based on machine learning. Of course, this is not the first of its kind but, if used correctly, it may be among the first in Bogers’ particular industry. Automated customer service systems have been integrated into various companies’ strategies yielding optimal results. Starbucks saw a measurable profit increase after implementing their Mobile Order and Pay program. It goes without saying the essentiality of observing what others have done in this field, inciting an understanding of the risks and challenges associated with such an endeavor. For this purpose, let us observe the National Library of Medicine (NLM) and their virtual representative, Cosmo. Due to the size of their catalogue, the NLM had integrated Cosmo as an addition to their already present call centre to streamline the process with those who had simpler and/or fewer questions to ask. According to representatives of the NLM, the advantages of this system include â€Å"a simpler navigation tool, an alternative for people who preferShow MoreRelatedThe Development of Operation Management Essay1211 Words   |  5 PagesOperation Management Operations management refers to the management of all activities directly involved in the creation of goods/services through the conversion of inputs into output. 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