How do you ideate new ways to use Ushur to solve business problems?

What approaches do teams or people take when you’re coming up with ideas on how to use Ushur to solve business challenges? Is it ad hoc, or do you tend to use a method like design thinking? Do you pick the ‘lowest hanging fruit,’ or aim to make a huge impact from the get-go?

Comment below and let’s learn from one another :nerd_face:

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I think the best first step is to create a process flow of current business activities. A high-level doc should be a good start.

Then inputs-> Process -> Outputs can be identified. i.e.:

  • Input: inbound calls/emails/text etc.
  • Process: agent collects information to process the payment, file a claim etc.
  • Output: Process is complete and end user is notified

The next step is to associate some sort of cost/values to each process (time spend, $ value, etc. are some examples).

Then ustomer touchpoints now can be identified and along with the costs, the business unit can come up with a priority table for potential tasks that could be automated, of course, strategic business goals need to be considered in this step.

I encourage Ushur partners to discuss potential use cases with their dedicated customer success manager or solution consultant to find the best path forward.

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I tend to go for the most urgent problem first. How quickly can we provide some relief? And then keep refining to maximize the solution. Seeing what the product can do in action spurs more ideas and the cycle continues.

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I have a really good experience of just getting together in a group and discussing where the problems are. And any problem is allowed to be talked about, even if they don’t think automation can fix it or if it isn’t a customer experience issue. This has helped us identify some easy wins but also some long term use cases that Ushur can either completely cover, or using Ushur can augment the solution.

A quantitative way to approach this is to start with the customer experience teams and get your hands on the feedback data on loyalty and product usage they collect. There are often great insights about opportunities to improve customer experience in that data. And while the statistical analysis is very valuable, the comments customers make in these surveys are often gold for experience improvement. I am a certified NPS consultant, so if you have questions about this, just fire away!

A lot can be done through Ushur. I’d say start with the simplest thing you can solve and then build on top of it to strengthen the solution by using different tools and modules provided by Ushur.

For instance, a SmartMail solution (email classification) can start off as a simple LI(Language Intelligence) module trained to classify emails to certain categories based on the intent, but overtime we can make the classification tighter by adding keyword overrides or leveraging data extraction capabilities to verify information in system of records or make the customer experience smoother by sending a personalized response. Maybe even make use of the sentiment analysis feature to detect the tone of the email and ensure speedy service to unsatisfied customers.

Agree with @amir.m and @ravil.kashyap’s approach.
The ideation would start with understanding the business problem, design solution for a subset/smaller piece and then build on top of it. Ushur platform provides the required flexibility, a rich set of modules/ tools for incremental approach.

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Ushur changes the way problems generate. It is important to see where the problems really are and to think if automation can actually bring about a change