According to Gartner, Decision Intelligence is a domain framing wide range of decision-making techniques that brings multiple traditional and advanced disciplines together to design, model, align, execute, monitor and tune decision models...
I can say firsthand that Decision Intelligence can be key to unlocking excellence customer experience.
Decision Intelligence encompasses range of approaches, from automation to augmentation.
Augmenting the decision making of customer support people allows them to respond more quickly, more consistently and more accurately.
Automating this kind of presentation also supports a next best action mindset, content, offers that will deepen and improve the relationship.
Decision automation lets you focus on next action initially, learn what engages different kinds of customers, and keep learning to deliver better actions..
Focusing on how to automate decision-making drives more readily to the kind of automation needed to support self-service and ensures proper balance between humans and machines — augmentation, not just passive support..
To get started with Decision Intelligence, bring in someone to do decision value assessment and find the high-value opportunities.
Then prove the value with quick proof of value project that delivers the right mix of automation and augmentation for one of your decisions.
rush to use technology, is the single risk to Decision Intelligence efforts because it takes the focus off the problem and puts it on technology.
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