Leveraging AI and automation to increase productivity of sales teams and improve the quality of interaction with customers and prospects
Wipro’s FieldX solution is a cloud based digital service lifecycle automation solution for the aftermarket service market, built on the ServiceNow platform to enhance customer service. The solution helps enterprises deliver automation and analytics driven proactive, effective and efficient post sales services to delight customers and improve customer lifetime value. The application can be used to schedule proactive and reactive service appointments, provide 360 degree customer view to agents, generate contract based estimates, automatically assign field agents based on skill and availability, track field agents’ location and task status, provide remote assistance and offline knowledge to agents, capture real time customer feedback, and analyze customer history to personalize service suggestions. The solution comes with pre-built integration with leading IoT and augmented reality solutions to deliver features such as pro-active detection, remote sensing, remote assistance, and upselling insights to avoid and respond effectively to emergencies, thereby improving customer satisfaction and field worker efficiency.