How we can help

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How to integrate AI and service delivery

Successfully using AI in service delivery needs thought. Thanks to enormous growth in computing, data availability and cloud services, there are a fabulous array of technology options available that, in some circumstances, give humans a run for their money in service.
But, just like people, AI isn't perfect. Unlike people, AI usually doesn't know its failings - or even a sense of the importance of its actions. And that's before you've asked some basic questions about your organisation's role - how much do you build? What are the right parts to hand over to someone else to do for you?

Reason360 can help you work out where and how to use AI to deliver great service outcomes for customers. Great service outcomes lead customers towards the best service for them to receive - and the best service for you to deliver.

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Using biometrics for service at scale

Biometric technology, often in combination with aspects of digital identity, presents enormous opportunity to improve service delivery for customers with enduring account relationships. We help you make decisions about levels of authentication, how and where to insert biometrics into customer experiences, and how to manage identities and verification processes across a diverse array of biometric users, passwords, 2FA, and knowledge-based authentication.

While the opportunities for adding value through responsible use of biometrics in service delivery are enormous, getting great outcomes is not easy. With careful thought about the experiences our customers have, the challenges that they will have during their different journeys as customers, and the organisational context in which service is delivered, great outcomes can be brought to life.

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Development of service delivery options

Planning out the various elements required to deliver great service seems easy. It often is easy, especially where organisational complexity is low and a small set of clear options are available.
But in real organisations things are often more complex. We help organisations understand their options and work through how to assess them against each other to deliver the best outcomes for customers, and the best outcomes for your business.

Developing good options, especially where AI and biometrics are involved, requires the various stakeholders to work together with an understanding of both the practical on-the-ground reality and the art of the possible with respect to the technologies involved. All too often the various parts of organisations talk at cross purposes about service delivery, resulting in poorer outcomes for both customers and the enterprise.
We help you to talk about these options in ways that make your planning more productive.

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Procurement support for AI and biometrics

If you're considering a procurement exercise for AI or biometric technologies in customer service, you're probably vexed by the enormous array of options and the wrangling of complex technical materials to even define requirements, let alone assess the options presented.
Supported by a long history in delivering complex service technology outcomes, we understand the technological opportunity and the challenges you are navigating in order to add business value.

We can give you unbiased advice within the procurement process, to help you understand what is important and what isn't, so you can deliver better requests to market, get better responses from partners, and achieve better outcomes for your business.

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Responsible use of biometrics

Biometric technology presents great opportunities, especially in customer service delivery. But the capacity for machines to recognise people is not without its challenges. Machine recognition of people by face, for example, has been banned by a number of jurisdictions internationally in some capacity.
It is incumbent upon all holders of sensitive data to treat that data with respect, and to think clearly about the reasons for collecting the data, the ways it is held, and how to minimise risks of mis-use - among many other considerations. These issues are heightened with biometric data, in part due to its elevated sensitivity.

In helping to define what responsible use of biometrics looks like, the Biometrics Insitute has over the last twenty years developed a range of material for its members that they can use for guidance.
We are proud to be a member of the Institute, and recommend that organisations considering biometrics are too. If your organisation is a member we are happy to help you with implementation of that guiding material in your context.

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Customer Service Economics

In supporting organisations to develop ways to deliver service better, it is instructive to think from an economic perspective about the options available to customers to help understand their decision-making. When combined with an understanding of the organisation's objectives, this can often illuminate conflicts between the parties involved in customer service.

Thinking through the demand for service, the costs incurred by customers to receive it, and the different service channels made available to customers can often bring into striking focus the ways in which assumptions made about service design can go awry. This can also help explain how different service projects deliver value - which, perhaps unsurprisingly, is often not the same as the ways value is delivered according to the sales pitch.

To help piece together the puzzle in your own organisation around how consumer decision-making impacts service design, give us a call.