The integration of Transversal Prescience with SAP Hybris Cloud for Customer

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https://www.transversal.com/resources/case-studies

SAP Hybris achieves cognitive understanding By combining the power of SAP Hybris with Transversal’s Prescience knowledge platform,

we can create and seamlessly deliver cognitive knowledge in-line with both the customers’

and agents’ journeys, to provide amazing experiences and benefits.

How Transversal connects people with knowledge By using semantic understanding, Prescience connects people to more relevant answers.

The same machine intelligence helps agents achieve successful service outcomes;

automatically suggesting next steps or promoting transactions. Prescience is ‘service as

software’; rather than handling irrelevant, data-heavy search results, agents are effortlessly

guided directly to related and actionable help. This frees their time, effort and talent to invest

in more engaging and profitable customer conversations.

The knowledge lifecycle is continually improved through a comprehensive and easy-to-use

administration console, extracting maximum solution value from purposeful content, data

analytics and user feedback.

Figure 1: The underlying philosophy and tenets of Prescience

SAP Hybris C4C integration by De Villiers Walton

Transversal are unique in the marketplace as a pure-play knowledge management solution

provider; we believe knowledge is an important economic asset. All our focus, R&D and

consultancy is about how to best connect people in real time with knowledge. SAP C4C

integration by De Villiers Walton automatically passes the ticket details such as the subject

or category to Prescience Cognitive Search.

In-line knowledge panel returns high relevancy

contextual results, where the agent’s actual intent

is understood.

Accurate and clear help can be accessed with

just one-click.

Full power and productivity of Prescience is

available via API.

Integration example:

https://transversal.wistia.com/medias/95uuns2ofy




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What value can Prescience deliver for SAP Hybris? From first principles, Prescience has been designed as a cognitive knowledge management

platform, whereas knowledge has been a later addition to some of our competitors’ core

functionality. The difference in specialism and knowledge expertise has been evident to our

clients.

Prescience’s cognitive advantage Prescience uses semantic language processing - in addition to traditional search and recall techniques - to deliver intuitive, high relevance and contextual help to agents: they don’t need to know specific terms or jargon and can search using their own words. Prescience understands intent and presents outcome-centric answers clearly and concisely.

Faster, more relevant answers

Self-service and agent users can use natural language to access relevant knowledge more quickly and more accurately.

Well-formed help means more efficient use of valuable agent time.

Agents do not need to be subject matter experts, nor expert ‘searchers’, reducing training cost and effort expended.

Multi-phase contextual anticipation Prescience’s cognitive capability automatically provides contextually matched ‘Smart Links’ which guide agents through a natural and anticipatory train of thought.

Reducing time and cost

First- and before-next-contact resolution is significantly increased.

No administrative effort nor manual tagging is required to set-up Smart Links, they are automatically generated.

Agents experience a more natural interaction, enabling them to reveal knowledge rather than be distracted from their real objective: providing good customer service.

The value of knowledge management everywhere Prescience is interface and platform independent and can be deployed and scaled easily using our API. With an easy-to use and workflow orientated administration console, easy to consume and act upon knowledge can be created, curated and deployed by subject matter experts.

Continuous improvement

Prescience capabilities can be surfaced in the most appropriate, contextual way – driven by SAP Hybris inputs.

In-built workflow allows agent feedback and suggestions to be seamlessly acted upon.

Agent adoption supported and encouraged through entire knowledge lifecycle.


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Delivering exceptional user experience in SAP Hybris In partnership with De Villiers Walton, Prescience can be integrated into the wider SAP

Hybris platform. Specifically:

Within Hybris Commerce to assist customers and create a fluid journey through the

desired escalation channel to an agent.

Utilising customer or product information held within Hybris to interact with

transactions; e.g. assisting a customer purchase or navigation of an application

process.

Delivering contextual and personalised knowledge across channels to increase sales

and enhance customer experience.

Assisting agents by surfacing rich and in-time contextual information pertinent to

customers’ journey.

De-coupled knowledge Prescience knowledge is de-coupled from the platform or interface using our API:

Transversal is not intent on supplying all-encompassing business process solutions or

suites. We advocate knowledge as an asset that provides timely support to people who

simply want good help right now; wherever they are in their journey and whatever tool

they’re using.

Using our API, clients and partners can surface the best cognitive knowledge regardless of

touchpoint or platform or emerging technology, including digital virtual assistants.

Fundamentally, Prescience proactively connects users to knowledge;

how, where and when necessary

Figure 2: Both now and in the future, Prescience knowledge transcends the technology; connecting users with contextually relevant answers across interface, channel, platform, community and information source.


The integration of Transversal Prescience with SAP Hybris Cloud for Customer

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