Using the Appreciative Approach at Aspira Tutorial

Discover how Aspira revolutionized its after sales service by employing the appreciative approach alongside AI technology. By focusing on strengths and customer feedback, the team created a seamless interaction between AI and human agents, significantly boosting satisfaction. Join us to explore this innovative change and its impact on agility and development!

02:28
3 views

Selected for you
New

Available in SoftSkills

00:00:02

a renowned online telephony service,

00:00:04

has recently transformed its after sales service by adopting

00:00:08

the appreciative approach to integrate

00:00:10

artificial intelligence more effectively.

00:00:13

Their starting question was how can we better use AI together

00:00:17

to create a more satisfying after sales service for our clients.

00:00:21

Discovery phase.

00:00:23

The Aspira team began by identifying successes and talents within the team,

00:00:28

especially in all the technological transitions they'd experienced.

00:00:32

Simultaneously,

00:00:33

they collected testimonials from clients

00:00:35

and employees highlighting instances where their

00:00:38

current chatbot and other AI technologies had improved the customer experience.

00:00:44

This phase revealed that customers particularly

00:00:46

appreciated quick and personalized responses.

00:00:50

Dream phase armed with this information,

00:00:53

the after sales service employees then envisioned the ideal service where AI and

00:00:58

human agents would work in harmony to offer an impeccable customer experience.

00:01:03

They envisioned a system where AI would be more than an improved chatbot.

00:01:08

It would anticipate customer needs and assist

00:01:10

agents in solving more complex problems.

00:01:14

Design phase.

00:01:15

In this phase,

00:01:16

the team developed an action plan.

00:01:18

They decided to program the AI to identify

00:01:21

customer issues more quickly and provide relevant solutions.

00:01:26

In addition,

00:01:26

special training on interacting with AI was set up for customer service agents.

00:01:32

Destiny phase

00:01:33

implementation was swift and efficient.

00:01:36

As Speer's enhanced AI began providing immediate and accurate

00:01:40

responses on the customer interface through an improved chatbot

00:01:44

and on an interface reserved for agents.

00:01:47

The agents were better prepared to intervene in complex situations

00:01:51

because these had been anticipated,

00:01:53

and the dialogue between agents and AI was smooth,

00:01:56

even on very specific points.

00:01:58

Agents only had to enter a few difficulties for the AI

00:02:02

to diagnose the possible origins of the problem and their resolution.

00:02:06

Customer satisfaction increased significantly,

00:02:09

as did the efficiency of the after sales service.

00:02:13

Aspier's success demonstrates how the appreciative

00:02:16

approach focused on strengths and potential

00:02:19

can lead to significant innovations,

00:02:22

and you,

00:02:23

in which area of innovation would you like to use the appreciative approach?

Mandarine AI: WHAT YOU SHOULD KNOW