Appointment self-service
The scheduling engine provides customers with the flexibility to schedule meetings at their convenience and the information to get the services they require. APIs are also available that allow catering to multiple customer journeys and flows. For more information, go to Developer tools.
Contextual experience
A contextual experience helps in providing a customer-friendly experience. This includes using the institutions' knowledge about the existing customer.
Branch or customer location: Provides default location recommendations or filtering and restrictions on the filtering of advisors. For example, business units or organizational units offer customers only their home branch location as an option.
Language: Institutions that support more than one language can use the language recognized by the application portal to add language filters as part of the skill requirement from the advisor search. This approach requires adding the language skills map to all advisors.
Tier or program filters: The institution can group meetings by tier or customer segments, offering only specific services or meetings to each segment. This ensures that customers have information only about meetings relevant to them and advisors have details of the focus areas.
Contextual subject: The scheduled meeting request need not originate only through a call to action in the app or portal. Specific landing pages and dedicated calls to action from within the experience can help narrow down the customer needs and provide greater context on the meeting objectives.
An example of a recommended contextual experience would be scheduling a loan consultation directly from a loan offers page. A customer interested in a loan consultation is already directed to the list of available advisors in their preferred location (home branch) regarding a loan consultation in a specified time frame. This experience suggests that the customer did not have to specify any search criteria and was offered relevant time slots in the exact context that they presented.
You can consider providing customer communications in addition to the self-service experience.
See also
Intelligent appointments Configure intelligent appointments What is Microsoft Cloud for Financial Services?