CX Customer Interaction Profile

The Interaction Profile in Expertflow CX is the foundation for delivering personalized customer experiences and orchestrating customer journeys, as it recognizes the customer as the same individual regardless of how or where they interact with your business. You may keep a contact personal details, channel identities, contact preferences or attributes necessary to integrate with your business applications such as CRM.

This ensures that a customer is recognized as the same individual, regardless of the communication channel (voice, chat, email, or social media). This integrated data and unified view drive several key benefits:

Enables personalized orchestration: The profile allows organizations to deliver highly personalized experiences that meet each individual's unique needs and preferences. For example, by using customer profile parameters, intelligent conversational flows can be developed to tailor the experience. This could include sending scheduled reminders for an outstanding bill or service renewal, immediately offering a post-interaction survey, or scheduling a personalized callback for a customer whose past interactions indicate they require special attention.
Drives real-time decisions: The platform uses this data to enable real-time decisions, such as routing an interaction to a specific queue or a more suitable agent based on the customer's value or recent activity.
Enhances agent efficiency: This integrated data provides human agents with essential context about customer interactions, so they don't have to ask customers about their previous engagements repeatedly.

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Unified Customer Profile Across Channels

A unified customer profile combines a customer's demographic, psychographic, and behavioral data—regardless of their interaction channel (e.g., browsing the web, visiting a physical store, or calling customer support).

The Expertflow CX platform allows you to store this information alongside basic customer details like age, buying patterns, and purchase history. By unifying customer journeys that span multiple channels, the platform avoids data duplication and inconsistencies. This ensures that a customer who visits an online store and a physical retail store is recognized as the same individual, regardless of their channel.

This unified view helps organizations deliver highly personalized experiences that meet each individual's unique needs and preferences, and it allows them to orchestrate cohesive customer journeys. For example, by using customer profile parameters, intelligent conversational flows can be developed to tailor a customer's online shopping experience based on their previous buying trends and proactively make relevant marketing offers. This not only builds customer trust but also enables real-time decisions, such as routing an interaction to a specific queue or a more suitable agent.

This integrated data also provides agents with essential context about customer interactions, so they don't have to ask customers about their previous engagements repeatedly. This enhances the efficiency of customer service and creates a more satisfying and streamlined experience for the customer.

Customer Data Syncing with Business Applications

Expertflow CX enables the synchronization of customer data from external applications. This sync allows the platform to orchestrate intelligent customer journeys by:

Route to the right personnel: Ensure the customer is routed to the agent with the right skills whenever they contact the Contact Center.
Empower agents: Provide the customer service representative with the most current information required to service the request.
Drive AI effectiveness: Enable AI agents to pitch accurate answer suggestions and recommend more precise next-best actions based on the customer's history and behavior.

For example, the platform can sync customer tags and segment information from your CRM and analyze recent activities tracked from other systems. Combined with the customer's recent interactions, this data allows for informed next-best actions, such as launching a personal callback for customers who recently complained about a specific service.

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Customer Data Syncing with external applications

Delivering a personalized experience is key to winning customer satisfaction. For that, you must have all customer data centralized to make sure that i) the customer is routed to the right-skilled personnel whenever he contacts the Contact Center, ii) the customer-service representative has the right information to service the customer request iii) Artificial Intelligence Bot pitches the right answer suggestions and recommends more accurate next best actions based on the past track of customer activities and user behavior.

Expertflow CX enables the synchronization of customer data from external applications, for instance, syncing customer tags and segment information from CRM, analyzing customers’ recent activities tracked from CRM or other systems, combined with the customer’s recent interactions to take the next best action. For example, launching a targeted outbound campaign for all customers who recently complained about a specific package or service and offering them to upgrade their service.

Intelligent Customer Identification

Customer Identification is a core process that enables providing a personalized and accurate customer experience. For every new request that enters the system, the platform instantly cross-references the customer's contact information against their unified profile. This streamlined process provides agents with the customer's complete history and past engagements, empowering them to answer queries with confidence and eliminating the need for customers to repeat themselves. Furthermore, with the customer identified from the very start, businesses can proactively make relevant offers and deliver targeted services that build stronger relationships and enhance customer trust. This entire process is seamless and occurs in real time to ensure there are no delays in providing a delightful customer experience.

Data Security and Privacy

The Interaction Profile is built with information security and privacy concerns highlighted in data protection standards such as GDPR, HIPAA, and PCI DSS. The system ensures data safety through:

Encryption

All profile data is secured through encryption, both when the data is in transit across networks and when it is stored (at rest).

Granular Access Controls

A "least privilege" security model is enforced through granular access controls and Multi-Factor Authentication (MFA). This ensures only authorized personnel can view sensitive profile and interaction data.

Automated Anomaly Detection

The platform continuously monitors conversation and data access patterns for unusual or suspicious behavior, helping to prevent unauthorized access attempts to customer data.

Planned enhancements

Enhanced protection is forthcoming with PII masking and redaction features, alongside configurable data retention policies to meet regulatory requirements for data lifecycle management.

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EFCX builds on a foundation of security and privacy for your customer data. We provide a platform that delivers powerful insights and complies with strict global data protection standards, including GDPR.

The secure EFCX data platform complies with the following data privacy regulations:

Data Encryption: When a customer speaks to an agent or provides some data before starting a conversation, that information travels across networks (internet, internal systems). With Data Encryption in place, this data is scrambled into an unreadable format during transmission, preventing hackers from intercepting and understanding the conversation or keystrokes.
PII Masking and Redaction COMING SOON: EFCX’s platform recognizes and automatically masks Personally Identifiable Information (PII) such as credit card numbers, social security numbers, and addresses. This occurs instantly, so sensitive data never appears in logs, even if a customer shares it accidentally.
Anomaly Detection: EFCX conversational bots monitor conversation patterns for unusual behavior, such as a user attempting to access unauthorized or confidential information. Necessary measures may then be taken to avoid unusual access to Customer Data.
Granular Access Controls: Administrators set precise permissions for data access. For example, only authorized agents can view a customer’s past conversations, and only Reviewers or Evaluators can access conversation recordings. In addition, Multi-Factor Authentication adds a further layer of security, ensuring the right personnel have access to the desired data. This "least privilege" approach reduces data breach risks.
Data Retention Policies COMING SOON: The platform can automatically delete or anonymize customer data after a set period, ensuring businesses do not retain information longer than necessary, meeting key privacy law requirements.

Custom Fields

The Expertflow CX platform also allows businesses to define the specific types of customer fields to store relevant information. Add as many fields as required to capture any demographic, psychographic, or behavioral data, such as age, gender, account type, or city. This profile data can then be used for tailored marketing campaigns or to make real-time decisions during an active customer interaction, such as routing a customer to a more relevant queue, adding a new agent to a conversation, and kicking out the previous one.

To learn how to define customer fields, see Customer Schema.
For more granular details of the Customer object, see here.