Customer

The Customer object is a foundational data model in Expertflow CX that represents an individual or entity interacting with the contact center. It serves as a central hub for all customer-related information and interactions. It provides a unified and persistent view of the customer journey, regardless of the communication channels used by the customer.

Expertflow CX does this by associating Identities. It links multiple customer identities, such as a phone number, email address, or social media ID, to a single customer record. This prevents data fragmentation and ensures that the system recognizes the same customer across different touchpoints. See Agent Capabilities -> View Customer Profile for more details.

Extensible object

The object is extensible, allowing administrators to add custom attributes, such as customer contact preferences, to meet specific business needs. Attributes within the Customer object can be marked as PII (Personally Identifiable Information) or non-PII, which helps ensure that appropriate security measures and compliance standards are applied to sensitive data. See more details on Supervisor Controls -> Customer Schema

Customer Labels

Labeling customers allows businesses to help determine which category/type/segment the customer belongs to so that the system can provide the necessary treatment based on the customer classification. For instance, a customer who has been assigned the VIP label should be given prioritized treatment when she approaches the contact center. 

See more details on Assign Labels to Customersto see how agents can assign labels to customers while handling a customer conversation.

Unified History

All interaction history, including conversations and activities from every channel, is stored and linked to the Customer object. This gives agents and bots a complete, 360-degree view of the customer's past engagements.

The Customer object's value lies in its ability to transform fragmented interactions into a holistic, actionable view. It enables businesses to:

• Improve Personalization: By having a complete interaction history, agents can provide more relevant and personalized support without making customers repeat themselves.

• Streamline Workflows: A unified view across channels allows for smoother handoffs between bots and agents, reducing friction and improving resolution times.

• Enhance Analytics: With all data tied to a single object, businesses can conduct more accurate analysis of customer journeys and trends, leading to better strategic decisions.

• Strengthen Data Governance: By clearly identifying PII and providing extensibility, the object supports robust data governance and compliance with privacy regulations.

CX-Customer APIs

CX-Customer APIs is an API contract that a customer identity management system must expose for integration with Expertflow CX. Expertflow CX Customers is an out of the box service available with every Expertflow CX deployment that implements CX-Customer APIs. 

To integrate Expertflow CX with a 3rd party CRM or a Customer Identity Management platform for customer identification across channels, the 3rd party software must expose these CX-Customer APIs.

Customer Identification Process

1. Any Expertflow CX component such as ChannelManager calls Get Customer By Channel Identifier. 

2. CX-Customer service returns the Customer object and customer suggestions (if any). This may be an anonymous or an identified customer.  

3. Since customer conversations are linked and tracked with the relevant customer profiles, agents or Conversation Controller may relink a customer conversations with a different Customer.