powered by User Based Tech Support Students : XXX, YYY (University) Mentor: XXX (University/ Amdocs) Supervisor: XXX (Amdocs) Month Year Hanoch Sapoznikov Lead of Worldwide Academic Relations

How can we reduce the cost of customer support for Smartphone users, without adversely affecting service quality? Challenge Statement

Our recommendation is to reward and incentivize our customers/users to provide relevant and quality support/advice to fellow customers/users B USINESS S OLUTION O VERVIEW

 Support community with high participation individuals created, strengthening brand loyalty and user interconnectedness  Reduction of support requests to employed CSRs (Customer Service Representatives) leading to reduced cost of support  Potentials for PR leverage  Increase use of self service channels instead of reliance on support centers, leading to reduced cost of support Benefits

 Perception by customers that we are relinquishing service responsibility  Incorrect/incomplete advice by users  Potential for malicious use / abuse  Loss of control  Exposure of commercially sensitive information to unauthorized viewers Risks

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 Smart Community – Smart people for smartphone support  The product’s goal is to build a platform where people can exposed to other people technical problems and provide assistance. Support will be measured quantity and quality parameters Product Introduction

 The architecture is very similar to what you have in a forum, however, in this case instead of logging some text with the problem, you can record a message, take some photos and add some textual information if needed  Two applications, one on the smartphone, to allow the logging of the problem and one, web based application to allow the community to log in and resolve issues Technical Architectural Overview

 The tech community guy is now logged in, and the query is marked so others will not work at the same time on the query and he has now up to X minutes to provide solution. Once he has provided the solution, it is being sent back to the customer and now the customer will evaluate the solution and provide a grade. Based on that grade the tech support will get paid for. More problems he solves the more money he gets Technical Architectural Overview

 A typical flow will start with a customer who has some problems with the smartphone operation. He get’s into the application (already installed when he gets the device), he then record his problem and take snap shots of a specific menu he has trouble with. Then he adds a title to his query and sends the information. Once a message is logged, based on pre-defined rules, a message is being passed to the relevant community (for example, based on the specific type of the device group A is being alerted). The notification can be based on SMS / Tweet, etc.. Technical Architectural Overview

 The smartphone app will be developed on 3 different platform, to support common devices:  iPhone  Android  BB  The server which gets the queries will be a webserver (weblogic based) with Oracle DB. Messages will be sent over http requests.  Which technologies are being used? (architecture, development environment, final deliverables) Technical Architectural Overview

1. Customer sends a query 2. Query is being distributed To the community via different technologies 3. Answer is being sent Out to the customer 4. Customer is evaluating the Support in the system Tech Support

 Smartphone app:  The smart phone app will allow to log in new query  Add snapshots from the phone’s menus  Track query  …  Server’s app  Create new user (tech support user)  Create rules for user  … Features

 Server’s app  Open queries  Submit answers Features

User Interface

 Concurrent users opening the same query – need to make sure query is lock, NFT should be executed to make sure it’s working properly  User that submits more than one query – need to parcel them and send it all at once if SLA permits it  Support Blog are now commonly used by people to fix problems. In generally this is done for Free but there is no ability to know what is a proven working solution. Technical Risks & Mitigations

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