This has generated a 25 increase in support calls

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This has generated a 25% increase in support calls. Even though the cloud CRM’s ticketing system is available, the personnel needed to create the new service requests are not. The ticket creation system is not available or scalable because it relies on human interaction to start . Feasibility Study This section will cover the project feasibility from a technical, economic, and operational perspective. The integration of a new software system has risks including project size, project structure, the software development team, and the people who will be using the software. The IVA will be attached to company’s Avaya IP Office server edition phone software. The software is the company’s primary phone system and contact center. The IP Office is already in place. The IP Office software is the method in which customer support calls will be presented to the IVA software. The IP Office software is in Amazon cloud. It is highly available. It has
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AI as Complement to Cloud CRM 5 primary and secondary instances. The secondary instance is slave to the primary but mirrors all functions in real time. If the primary were to go down, the secondary can take over instantaneously. The phone lines are SIP. There is a traditional dual 64 channel PRI circuit which is set as a failover route when the SIP channels are unavailable. This means that the pathway for phone calls into the IVA system is resilient. This integration will require IP Office support members once the IVA is ready to have calls routed to it. The systems for evaluating and capitalizing data are becoming better over time and thus the value of data is increasing ( Mons , Herman , Chichester, Hoen, Dunnen, Johan , 2011).   For phase 1, the data into the IVA will be customer support calls from the phone system. First, the IVA will authenticate the caller using voice recognition. Then the IVA provides options for the caller that manipulate the cloud CRM ticketing system. The IVA can provide “exit strategies” to enable a caller to get out of the system (Chen, 2012 p. 881). The IVA be written to the CRM web service API so that the IVA can create new tickets. Synectic would like to build a custom intelligent
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AI as Complement to Cloud CRM 6 virtual assistant that will create new tickets for the technicians.
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AI as Complement to Cloud CRM 7 A well-fitted intelligent virtual assistant increases employee productivity and customer satisfaction. “Easier access to information on employees as well as the better integration of CRM with other channels will improve user satisfaction and system use, which in turn will affect personal performance” (Kim, 2015). The key performance indicators of phase 1 are to: Decrease average support ticket creation time from 15 minutes to 0 minutes. Resolve 95% of all support requests within 48 hours. The second phase of the project is to add a feature to the IVA that allows it to interpret each customer interaction as positive or negative. The IVA will attach to the company NoSQL database. This data can then be used for training and management purposes.
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