SMART CONTACT CENTER SOLUTION
SEEMLESS AND USER EXPERIENCE AND TRACKING AT EVENTS
21/05/2019
SMART CONTRACTING SYSTEM TO FACILITATE COMMODITY TRADING
21/05/2019
| City: | Singapore |
| Challenge Title: | SMART CONTACT CENTER SOLUTION |
| Challenge Owner: | SOMPO Insurance Singapore |
| Challenge Website: | https://www.openinnovation.sg/challenges/smart-contact-centre-solution#fSzAlO |
| Challenge Award: | SGD 25,000 of prize money for each winner |
| Other Awards: | Opportunity to scale the solution across SOMPO companies in 30 countries worldwide such as Singapore, Thailand, Indonesia, Malaysia, China, India, Turkey, Brazil. Access to SOMPO’s domain expertise and support for the POC. Winner will be publicised by SOMPO at the end of the challenge |
| Theme / Sector: | Digitization of Society, Apps, AI |
| Challenge Blurb: | The contact centre is currently experiencing two major challenges. Firstly, it is facing a high volume of calls and emails, and it is increasing over time, increasing costs and puts at risk the quality of the customer experience. At the same time, customer expectations are increasing, such as the ability to resolve an issue on the first call, and instant responsiveness to emails. About 40% of the emails and phone calls are of low-complexity, e.g. checking policy/claim status, renew/cancel policy, simple endorsement like change of address, simple Q&A and selling simple off-the-shelf products. |
| Challenge Description: | Problem Statement – How might we automate the handling of calls and emails that are low complexity in nature, to provide almost real-time response to customer queries? What We Are Looking For : – A Proof-of-Concept (POC) solution for an automated system that is able to handle a high volume (about 40,000) calls and emails annually with no human interaction – Able to handle customer requests in English through email & phone in the first instance, and must be able to extend to other languages such as Mandarin, Japanese, Malay and Thai when rolled out fully – Able to authenticate the customer before releasing any confidential information or processing any instructions – Able to respond to customer queries that relate to routine, simple and repetitive issues – Apart from direct response over email and phone, the solution needs to be able to send request to other systems based on the phone/email conversation, e.g. send SMS/Email, or call a third-party API to trigger the next action (e.g. change the address in the backend system) – Able to respond to customer almost real-time, designed to be customer-centric and provide a warm and pleasant customer experience overall |
| Open for Submissions: | 16 April 2019 |
| Deadline for Submissions: | 21 June 2019, 1600 hours (SGT/GMT +8) |
| Finalist Announcement: | TBA |
| Winner Announcement: | TBA |
| Who Can Apply: | Open to international participants |
| Registration Details: | Submit online at: https://www.openinnovation.sg/challenges/smart-contact-centre-solution#fSzAlO |
For application assistance: Quercus Group
