Report an Issue
As a part of the implementation of a self service and personalization design strategy, the “Report an Issue” feature was created to enable customers to create service tickets whenever they encounter a problem that can not be self-resolved, and to eventually iterate to a fully automated issue reporting system that includes a generative large language model chat support channel. The use case for this example illustrates the customer journey for fiber internet installation.
Pay Without Sign-In
Pay Without Sign-In was a detour around persistent sign-in issues that customers were experiencing, as well as an effort to define a common bill payment pattern that would be applied across all bill payment experiences.
