Expert Head Start

Expert Head Start is an AI-driven tool in Atlas that allows Experts to see why the customer is calling with account specific recommendations to resolve.

• Around the two-minute mark, Expert Assist analyzes the first part of the conversation, including captured dialogue and customer sentiment to determine whether a relevant action is available.
  • If enough dialogue was successfully transcribed and connects to a supported action, Head Start insights will automatically reassess and update.
  • If transcription was not captured or there isn’t a related action available, no updated insight will display.
• Up to 3 customer insights display based on what the customer says in the IVR, recent account changes, and account attributes that would indicate a possible need for support.
• If Expert Head Start is unable to predict a possible reason for the call, up to 3 customer insights display based on account data.
• Expert Head Start provides an account specific explanation after a customer insight is selected. 
• Marking the possible call reason as Not Helpful or Helpful improves customer insight accuracy.

Expert Head Start is used alongside other frontline tools including Next Best Action, to make sure the customer’s issue and potential unstated issues are resolved in one call. Review Expert Review for more details.  

1. After verifying, Expert Head Start will display on the left side of the Account Overview screen in Atlas. 
2. Review the insights and select the best match.
3. Selecting the > will expand the card for additional details including personalized account highlights on certain customer insights, why the insight was suggested, and additional resource links including Fetch for review.
4. Select Not Helpful or Helpful after reviewing the details of the possible call reason. If Not Helpful is selected, Expert Head Start displays the other possible call reasons. 
5. If Helpful is selected, Expert Head Start will display related Next Best Actions.
6. Review the recommendations within each action and complete the steps as necessary. 
   • Actions will include a link to a related page.
   • When applicable, actions include a quick link to complete the action. 
7. After completing the action, select Accepted, Declined, or Did not discuss from the list of possible outcomes. 
8. If there’s more than one action listed, review the recommendations and mark the outcome as needed. 
9. After fully resolving the customer’s reason for calling, review the Next Best Actions listed beneath the possible call reasons. Review Next Best Action: Magenta Overview for handling.