(gentle music)
- We typically want to look for
the low hanging fruit first.
So we want to identify use cases where
the agent, or human in this case,
I guess it can be back office,
front office, agent or not,
where the human is doing
something that is repetitive.
So we try to identify what is
it that they are doing that
is pure mouse clicks
and pure keystrokes.
We take those, we
identify those processes,
and we try to automate
and tackle those first.
They will likely drive
the most amount of value.
The other thing that we do
is obviously there is no,
you know, what is the best use,
there is no right answer to the question,
"What is the best use case to implement?"
The real answer is,
yes, as I've mentioned,
those very highly repetitive,
pure keystrokes and mouse clicks.
But what we also do as a company
as part of our consulting services is
we also go to the contact centers
and we go to the back office.
We sit down with agents
and back office workers,
and we try to identify their processes.
We also have a component that we use
that monitors the agent activity.
So it's a combination of
looking at the output of
that tool that's really
giving us a lot of data
about what the agents are doing
and how they're interfacing
with those applications.
Combined with personal interaction
with those agents where
we try to identify, or really
to kind of map out what
they're doing and what
their processes look like.
So it's going to be, really,
a function of looking at
or analyzing the results
of that discovery session.
Both the kind of more
automatic tool driven discovery
as well as the more personal
touch that we have with
the agents in which we try to
identify what they're doing
and then we extract the
use cases out of that.
(gentle music)
