A customer may reach a business via various interaction channels, and the business should be able to identify that this is the same customer reaching out through different channels. Identifying the customers on their various interaction channels enables businesses to have a contextual discussion across various communication platforms.
To ensure this, Ameyo has handled Customer Resolution in the Channel Addition Framework (a framework that allows businesses to add multiple communication channels to Ameyo). In addition, automatic mapping has been introduced in the system that also helps identify a customer having multiple accounts on a specific channel.
Let’s try to understand this with an example. Suppose ‘Joe’ in ‘Google Play Store’ is identified as ‘1234’, while in ‘Instagram’ his unique identifier is ‘5678’. With this enhanced CAF configuration, this can be easily resolved with automapping in the backend while reducing agents’ efforts, time, and iterations.
