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Guided Processes vs. Decision Trees

Typical decision trees like the ones you see in flow-charting applications are essentially step-by-step guides that walk a user through a process and provide them with the next best steps based on their selections. They sort complex processes into incremental steps so they are easier to follow, but that’s about the extent of the functionality for most decision tree implementations. There’s no intelligence or logic and the processes are contained in their own little boxes.

At SpiceCSM we know there’s so much more opportunity to make every interaction rich and extensible. That’s why we made our Guided Processes so much more than decision trees; we added a layer of intelligence that can guide the user beyond their simple selections. For example: pivot off of any data point in the process, or change course based on the time of day or day of week. Decision trees are infinitely more powerful when they can apply logic, and can start to better mimic natural decision making. Another way our Guided Processes are smarter, is that they connect bi-directionally to systems with open API (even those without API’s) at any step in the workflow. That means you can easily enrich workflows with data from other systems, and connect process outcomes to all your favorite applications.

Easily chart your complex workflows using the SpiceCSM low-code Process Editor. We make it simple with a drag-and-drop Guided Process designer where you just need to pick an element and fill in a short form to make it come alive. You can see your changes in real-time so you get it right the first time. There’s no need to worry about mistakes since changes are logged in an archiving system that can be rolled back instantly. Even agents can contribute, as end users are able to submit content feedback directly where it applies as they navigate the new workflows you built. And while all of this is geared toward the every-day user, SpiceCSM has a suite of other features that will appeal to even the most critical power users and developers.

Chris Giardina
Chris Giardina
Contact center professional with over 10 years of experience in various roles from Agent to Director and everything in between.

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We built our platform to be put into the hands of a “Citizen Architect”, someone you probably already have in your organization.  The persona of a Citizen Architect is going to be someone with an understanding of how processes work and the intricacies of the specific operating procedures.  These resources do not need to be overly technical, however any grasp of HTML or Programming can certainly help relate some of the general concepts and best practices we recommend when using SpiceCSM.  Many of our clients exclusively use non-technical resources to manage all their business process and content management while allowing technical resources to focus on the connections that push and pull data between those processes.

Trending: Phased Deployments

At SpiceCSM we have noticed a growing trend in deployment methodologies used when implementing a client's solution. When working with clients who have many overarching project goals or other unique complexities involved, we have seen many of them turn to a phased “crawl, walk, run” approach to maximize their returns and make the deployment work more seamlessly.  The concept applied here simply means that by offering an incremental approach to deploying a project or use case we try to avoid being so far sighted that it prevents progress towards a more immediately usable solution.  Instead, by focusing on and solving “micro-projects”, the synergy of those projects being completed in a more timely manner can have as big if not a bigger impact on the organization than one large project done in the same amount of time.  

The Customer Engagement Hub Comes of Age

“By 2020, 60% of large organizations will try to design a customer engagement hub, yet only half of them will select the correct technologies to make it work.”

  • 2 min read
  • 10/1/17 10:54 PM