In the ever-evolving domain of customer care, a significant new facet is unfolding with the advent of AI technology alongside human interactions. Today, we dive into this convergence with insights from an engineer at the forefront of this transformation for a major American telecommunications company. Tanmaya Gaur, an accomplished technology leader with a diverse background in software development and solution architecture, shares his expert perspective on the future of modern contact center solutions. Below are his thoughts on how these solutions are shaping up.
Tanmaya라이브 바카라 career journey began with a robust foundation during his tenure as a software developer at a customer-centric IT consulting firm. This formative phase provided him with a intricate understanding of diverse business domains, nurturing a keen insight into the intricacies of client needs and operational dynamics. Transitioning to a telecommunications company, Tanmaya leveraged this experience to architect cloud-first, scalable solutions for their customer care employees, which have proven instrumental in navigating the company through a phase of exponential growth.
The transition from a development engineer to a Solution Architect role marked a pivotal moment in his career. Shifting focus from development to architecting enterprise-scale solutions required a blend of development expertise with a broader strategic perspective, and effective communication with a much wider array of teams. Embracing the principles of modularity and composability, Tanmaya has led the architectural development of the company-wide Customer Care CRM tool as its principal Architect in the care domain.
The new CRM represents a significant departure from previous implementations, aligning with a paradigm shift in the company's customer care strategy. For large enterprises, CRM solutions often become cumbersome and unwieldy. The cornerstone of this new solution lies in its modular and composable architecture, known as the micro-frontend pattern, which enhances flexibility and dynamism.
The micro-frontend pattern adopts a modular approach to building applications, where each feature or function is developed and deployed independently as separate units. Each micro-frontend maintains its own codebase and user interface, communicating with other micro-frontends through well-defined abstractions. This modular architectural framework has been instrumental in keeping the new solution highly flexible and scalable, ensuring a maintainable and high-performing user experience.
This modular architectural framework has also been instrumental in seamlessly integrating AI-driven functionalities, such as recommendation systems, into employee experiences. By empowering users with context-aware insights, this capability significantly enhances the overall customer experience.
Every company worldwide is revising its CRM strategy to implement and capitalize on AI opportunities. Key areas of focus for CRM projects nowdays include recommendation systems, automated bots, and RPA (Robotic Process Automation).
While chatbots have been a staple in organizational CRM strategies for some time, the latest advances in generative AI are creating multi-modal opportunities. Modern chatbots can now handle more complex interactions across various channels, such as voice and chat. Tanmaya discussed the efficiencies gained by leveraging these advancements to deliver chatbot experiences at scale. Although it is ideal for a bot to handle a customer query entirely without human involvement, this is not always possible due to various reasons. In such cases, a modular CRM ensures seamless user experience integrations, allowing the bot to hand off to an employee with the relevant context to continue supporting the interaction.
Another key discussion centered around recommendation systems. These initiatives provide employees with 'Next Best Action' guidance, leveraging AI and machine learning to deliver personalized and contextual recommendations based on customer data sets. Tanmaya Gaur highlighted how a modular CRM facilitates granular control and treatment experiences, enabling consistent feedback into the system. The ability to iterate on specific modules allows for updates to specific aspects of the CRM based on available recommendations without impacting the entire system, thereby enhancing organizational agility.
So why isn’t every CRM following a modular approach? Tanmaya explained that the adoption of micro-frontend architecture comes with inherent complexities, requiring meticulous governance and rigorous development protocols. It is advisable to isolate frontends with well-thought-out API abstractions to ensure a clean separation of concerns. Conflicts between styling and third-party dependencies among various modules of the various frontend also need to be resolved. Strong upfront architecture and governance help address these issues early in the lifecycle before they become major concerns. Tanmaya shared how his team overcame these hurdles by being forward-thinking and using API abstractions even between UI elements, laying the groundwork for a resilient and scalable solution.
Looking ahead, Tanmaya Gaur talked about his commitment to driving innovation and fostering seamless, multi-modal interactions across various customer touchpoints. He highlighted the importance of the human elements in these interactions and the significance of UX design for both employees and end customers. Tanmaya predicted that more organizations will embrace emerging technologies like generative AI, envisioning a future where customer care transcends traditional paradigms, evolving into more proactive, personalized, and effortlessly accessible experiences.
