Next Generation Mobile Care Solution

摘要

Customer care has evolved over the years. In the pursuit for cost effective options that would result in reducing the cost on maintaining a large customer support team, IVR was developed to provide automated response based on a selection made by the user. Though IVR did reduce the number of support staff, the use of an expensive communication line was not economical. The cost involved in IVR coupled with the need for self care strategies and increase in the number of mobile handset users lead to the development of mobile self care strategies. Current mobile care solutions mimic the IVR scenarios and only provide a mobile application which gives the response which was previously given by the IVR. The only difference is the visual interface rather than the audio response. This type of solution does not utilize the features provided by mobile technology in offering mobile based support. This paper defines the logical architecture for the next generation mobile care solution that performs event based mobile care and proactive mobile care, in addition to the usual selection based care. Use cases are presented, from enterprise context as well as telecom service provider context on how best to offer mobile care. The paper also details the interactions with enterprise systems and gives an overview on the development of advanced features like voice based selection. The paper concludes with a discussion on the scope of future work, after detailing a strategy for implementation and the key factors to be considered while defining a strategy.