Replace Router Online - Kana & Eligibility ((Reduce BB Digital Transfers (FAV))

FAV gives outcomes of "Contact Us" which drive around 11k calls per week. Insight tells us that around 2.5k of these are relating to Replace Router. We have a successful AB Test complete around ensuring the Troubleshooting online for customers is clearer. We now want to automate process using RPA to send routers to customers. In order to pass to the Bot we need a Kana form built. I have attached the Kana form we will use.

Why - Online and Direct troubleshooting are duplicated making the process high in effort for the Customer and Advisor.

Benefit - Reduction in calls p/w, revenue for replacements that should be charge.

Kana Replace Ro...

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Replace Router Online - Kana & Eligibility ((Reduce BB Digital Transfers (FAV))

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Replace Router Online - Kana & Eligibility ((Reduce BB Digital Transfers (FAV))