Customer Service Government
One of the largest government agencies in the Netherlands, Dienst Justitiële Inrichtingen (DJI), was interested in exploring technologies to automate their Shared Service Center. Together with Ciphix, the organisation facilitated an Innovation Pilot and multiple Proof of Concept projects to better understand how Conversational Automation and RPA technology could improve and accelerate their ways of working.
Implementing chat to improve customer and employee experience
Many companies are interested in streamlining their operations but often don’t know where to begin. Ciphix can support in analyzing and identifying processes most suited for automation within the organisation, this is what we call an Innovation Pilot. Then, a Proof of Concept project and an Advice Report can provide the necessary information to build a strong business case for stakeholders to consider the impact that automation can have on the organisation as a whole.
Together with Ciphix, the company brainstorms which technologies they would like to pilot and which segments of the business would be most suitable. Once the company identifies a segment of the business they would like to optimize, an Innovation Pilot can be run. The Innovation Pilot typically involves brainstorming, researching, designing, testing and evaluating.
The Proof of Concept is an opportunity to actually model an implementation and test the technologies within the workforce. Through this process, the technologies are validated: we collect data on how the functionality works, potential time to be saved and measure the satisfaction of users.
The Advice Report provides clear guidance on how innovative technologies can support the organisation and helps build a strong business case for stakeholders.
"Ciphix has helped us enormously in taking the organization on board when applying chat functionality. We are now ready for a definitive integration of chat in our IT landscape. "