- Capture knowledge, skills and experience – aging workforce, pass on knowledge
- Create an Online Agent – answer mundane repetitive questions. People want answers now on any device. Agents and what they do have to be transformed
- Consistent Answers – staff has different levels of training. Training tool for new staff.
- Attract new talent – take the mundane out of what staff does and let them spend time on new things that stretch their talents. Let them grow. They see staff sitting in cubicles and answering the same questions over and over again.
- Increase profitability – can’t find staff to get rid of. The agent spends time on complicated matters that really do add value to a relationship. When guided conversation is completed it pings the agent to bring them into the conversation.
- Create Automated annual review