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Tired of one-size-fits-all answers and canned scripts that leave your customers feeling lost in automated menus? Imagine if you could offer personalized support, as unique as each fingerprint. That’s the magic of dynamic decision trees.
Dynamic decision trees are not your typical support scripts. They are designed to navigate customer interactions in real time, providing a customized path for each inquiry. And in this blog, we are going to look at what Dynamic Decision Tree is and how to create it for the new age customer support.
Table of contents
What Are Dynamic Decision Trees?
imagine you’re facing a Wi-Fi connectivity issue. You’re not sure what’s wrong, but a decision tree can help diagnose the problem rather quickly and easily. A decision tree is a graphical tree following an if-then workflow to guide users with the next best action steps to troubleshoot a problem.
A dynamic decision tree has AI elements and machine learning backing to take an intuitive approach toward problem-solving.
Instead of the static decision tree approach used in service hotlines, where customers have to go through all the steps, a dynamic decision tree enables users to reach the most relevant input and skip or jump steps for faster resolutions.
Why Use Dynamic Decision Trees for Support Teams?
1. Reduces Average Handle Time (AHT) by Guiding Agents with the Next Best Action Steps
A dynamic decision tree sorts out all the information for agents as guided steps to follow during customer calls. This reduces AHT by saving agents’ time in figuring out the problem and helps them focus on the solution stage.
2. Improves First-Call Resolution with Efficient Call Scripting
With dynamic decision tree scripts, agents can quickly identify the root cause of the problem by asking targeted questions based on the customer’s responses. This can significantly reduce call handle time and lead to higher FCR.
3. Delivers Mistake-Proof Customer Service
A troubleshooting process involves multiple steps which need to be followed in the right order to achieve resolutions. A dynamic decision tree ensures agents do not miss any action and deliver mistake-proof customer service in compliance with the company’s standard operating procedures (SOPs).
4. Empowers Agents to Ask the Right Questions to Customers
Using dynamic decision trees for customer care scripts empowers agents with a clear direction to approach customer issues and enables them to ask the right set of questions that lead directly to the solution stage.
Contact center metrics like AHT, FCR, and Customer satisfaction improve significantly when agents are confident and know exactly what to ask the customer.
How to Create Dynamic Decision Trees?
To create dynamic decision trees for new-age customer support, you will need a blend of strategy, technology, and understanding of your customer journey. Here’s a breakdown of the key steps:
1. Define your Goals
Clearly outline the objectives of your dynamic decision tree, considering criteria such as customer preferences, issue complexity, and available support resources.
2. Map your Customer Journey
Chart various customer interactions across channels, identifying decision points where the right guidance can significantly impact outcomes.
3. Gather Relevant Data
Collect diverse data, including FAQs, manuals, SOPs, agent feedback, and historical customer interactions, to train and inform your decision tree.
4. Choose the Decision Tree Tool
Opt for DIY (Do-it-yourself), user-friendly options to help you create dynamic decision trees.
5. Build your Decision Tree
Start with broad questions, segmenting inquiries based on product, issue type, or customer behavior.
Drill down with specific choices, refining options based on user responses to lead to solutions or relevant information.
6. Test and Refine
Pilot with a small group of agents and gather feedback.
Once satisfied implement the dynamic decision tree into your customer support system and test it thoroughly with real and simulated customer interactions. Monitor its performance over time, making necessary updates as customer behaviors and support requirements change.
Here’s am examples of a dynamic decision tree
Create Dynamic Decision Trees for your Organization with Knowmax
Knowmax is a CX-first Knowledge management system that helps you create a single source of truth for your organization-wide knowledge. Its decision tree builder is a do-it-yourself (DIY) platform that enables users to create decision trees from scratch without requiring any technical expertise.
Knowmax’ MaxAI feature helps your knowledge authors with easily editable decision tree drafts from simple prompt inputs and existing SOPs. The time-consuming and manual process of creating decision trees from scratch can now be automated with AI capability. Knowledge authors can copy their SOP document or transform existing ones in the Knowmax decision tree creator, and a workflow draft is ready in just a few seconds.
