Page 13 - EngineerIT March 2022

ICT – DIGITAL EXPERTS

reduction in this cost to serve, but also
that your agents can now invest more of What is a digital expert?
their time on higher impact calls.
The emergence of digital experts
capable of resolving informational, A digital expert resolves customer requests, queries, issues or complaints without
transactional and advisory queries, in the need to bring a human into the loop. Operating like human customer service
context, across multiple web, mobile, chat specialists, they are capable of having hyper-personalised conversations via
and email channels, without the need for multiple digital channels such as websites, mobile apps, WhatsApp and e-mail
human involvement, is transforming the channels. Unlike digital assistants like chatbots that struggle to resolve service
customer service landscape. Not only is it queries without the help of live agents, digital experts are designed to handle them
allowing more customer service queries entirely unassisted. They can clarify every customer query, analyse their situation,
to be resolved unassisted via digital self- problem or need, identify the right solution(s) in line with business rules and then
service channels, it means human agents trigger the right actions. By resolving more queries digitally, first touch, digital
can now be used to have longer, deeper, experts reduce call volumes into the contact centres. They not only reduce the
more meaningful customer conversations - total cost to serve, but also improve service quality by freeing agents to have more
the ones that really make a real difference impactful, meaningful service conversations. n
to customer loyalty. n

APPOINTMENTS

Tectra Automation appoints new general manager

Tectra Automation has appointed Paul Springorum as general manager. His career began in 1996 when he was
appointed as a sales representative at GEC Alsthom. He has since moved up the management ranks at leading
global companies, including Shaw Controls of the Zest Electric Group and Schneider Electric SA. For the past four
years, Paul has served as the managing director of Knorr-Bremse SA, where he was responsible for the company’s
strategic development.

Ukheshe Technologies appoints Darryn Botha as CIO

Ukheshe Technologies has appointed Darryn Botha as its chief information officer. Botha’s role will include
overseeing data security, maintaining a stable IT infrastructure while enabling Ukheshe’s business strategy, and
improving its ability to engage and collaborate with clients.
Botha has spent over 25 years in the financial services industry, and has experience in building bespoke
insurance and investment platforms to service local and international markets, as well as helping start-ups
deliver new and easy-to-use business acquisition channels. He also headed up the systems team in charge of
implementing business solutions for Discovery Life, Discovery Insure and Vitality Life in the UK.

EngineerIT | March 2022 | 11