Page 64 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Identity Matching

“​Engage Digital​ has an intelligent algorithm that detects possible identity matches across
channels. If a customer has interacted with ​Grand Travel​ across multiple channels, the
algorithm will determine if other potential identities may be associated with that customer.

The agent can confirm the identities with the customer and also ask for permission to merge the
identities so that Grand Travel can get a more complete picture of that customer.”

Action: Show Supervisor

Launch a separate browser tab with the ​Supervision​ view:

Author: Alain Mowad Page 64 of 73