Automation and customer experience
A practical guide to automating visitor and customer service
Map the journey and improve the process before selecting screens, kiosks or workflow tools.
Begin before arrival
Identify common questions, bookings and information that can be completed remotely.
Make waiting visible
Tickets, routing and estimated waiting reduce uncertainty at the branch.
Give employees context
The employee should receive the customer’s journey and request, not an empty screen.
Measure the full journey
Track waiting, service time, first-visit completion and avoidable visits.