Dynamic Decision Trees

The ability to rapidly narrow down a customer’s problem shapes the efficiency of web self-service.

Unlike static decision trees, which are expensive to create and maintain and often result in long problem diagnosis processes, Attensity’s Dynamic Decision Trees take both problem context and problem description into account, in order to answer questions more efficiently.

Decision trees are used to accurately diagnose problems, making them particularly suitable for problems that are initially difficult or impossible to describe in words. These types of problems require targeted questions in order to eliminate other options and/or to narrow down the result.

Decision trees are a hierarchical structure of decisions which lead to a solution for a particular problem. Originated from an initial question, the tree branches off to indicate possible answers and follow-up questions and, ultimately, to solutions.

Attensity’s user role concept allows for simultaneous use of the same decision trees by both experienced and inexperienced call center agents, as well as self-service customers.

Attensity’s Dynamic Decision Trees guide service personnel to a question-and-answer script that automatically takes into account the description of the problem and the customer’s own context (e.g. customer and product data from the ticket system) to identify the right tree and guide the customer through the tree. It “knows” the area of application and “understands” the problem description and the answers given.

A decision tree process that has been started can be stopped at any point and can be parked in the system. The customer can subsequently continue the process together with an agent from the same point where the process was stopped, enabling agents to more effectively service customers, without the frustration that often happens when a customer is forced to “go through the same questions again”.

The complete diagnosis process is supplemented by time and user information and is logged in a database.  At the conclusion of the support process, the user can rate how simple and useful the process was, enabling service improvements to be made in the future.

Easy to Create

Decision trees are easy to create using the drag-and-drop Decision Tree Designer. Sub-trees with question-answer combinations that occur frequently in a decision tree are stored as modules and can be integrated into the decision trees at any desired point. The reuse of modules greatly simplifies the trees and reduces maintenance and testing costs.

For each query, the editor can specify which user group will be provided with a specific question in the runtime environment. Each text can be stored in a number of configurable languages.  This means that the same decision tree can be used simultaneously by different categories of users and in different languages.

The web-based runtime environment is based on freely-definable HTML templates, in which content is dynamically integrated. Supplied templates can easily be adapted to project-specific layout.

Benefits of Attensity Service Dynamic Decision Trees:

• Minimized creation and maintenance costs, even for the most complex decision trees
• Faster time-to-answer through minimization of question-answer combinations
• A better self-service experience for customers