Retail
The store asks, and someone at head office has to stop to answer.
The answer exists, in a campaigns document nobody in store opens. So it gets asked of a person, and that person answers the same thing several times a week.
The campaign information is written down. It is still being asked of someone.
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Context
Where the information lives today
In retail the information is central and the people who need it are spread out. The campaigns document is written, with dates and rules, and whoever is at the counter does not go to it: they phone, they write, or they ask a colleague. The information exists and it is the access to it that does not work.
- The campaigns document, with what is live, the dates and the rules
- The marketing briefing for each campaign, before it becomes communication
- The internal communication format, which the stores already know how to read
- The questions that repeat, today answered one by one
Action
What starts happening on its own
Whoever is in store asks which promotion is live and gets the answer immediately, from the document connected to the channel, without having to ask anyone. And the internal communication for a campaign comes out assembled from the marketing briefing, in the standard format, with the dates and the rules already in it.
- The immediate answer about what is live, taken from the campaigns document
- The internal campaign communication assembled from the briefing
- The dates and the rules in the format the stores already know how to read
- The repeated questions answered without going through someone at head office
Who answers
Who answers when it gets something wrong
A wrong answer about a campaign reaches the customer over the counter, so the agent answers from the document and says which document it answered from, so it can be checked. The communication going out to stores passes whoever signs it. And what the agent answers is recorded, which is the fastest way to discover that it was the document that was out of date.
- The answer says which document it came from, so it can be checked
- The communication to stores passes whoever signs it
- What was asked and answered is recorded
Two shapes
What comes off the ladder takes one of two shapes. We have built both.
Agent in the channel
The stores and head office already talk in one place. The agent comes into that place, with the campaigns document connected, and answers whoever asks.
Archive with an agent
Earlier campaigns say what was already done and how it was communicated. A consultable archive avoids repeating the question and the decision.
Where it starts
Start with one document and the questions that repeat most, and see how many stop reaching a person.
See the three stepsRelated questions
People who ask this usually ask as well.
- 06What if my team does not know how to use this?The team uses the agent in the chat where it already works, and training and support are part of the delivery.
- 01Is this expensive?It pays off when the work the system does is worth more than it costs, and we tell you what you pay before we start.
- 07We already tried AI before. Why did it not work?Because AI amplifies the processes a company already has, and with disorganised processes it amplifies the disorganisation.