Contextual, trans-silo, on-demand groups (incident resolution) - pragmatic challenges to forming persistent, formal, credential-based, conversations across enterprise boundaries to solve problems.
Contextual, Trans-silo, On-Demand Groups (Incident Resolution) – Pragmatic Challenges to Forming Persistent, Formal, Credential-Based, Conversations Across Enterprise Boundaries To Solve Problems.
Wednesday 13G
Convener: Eric Welton
Notes-taker(s): Eric Welton
Tags for the session - technology discussed/ideas considered: hear-ro style incident-response groups, trans-silo onboarding, credentials, customer service
Discussion notes, key understandings, outstanding questions, observations, and, if appropriate to this discussion: action items, next steps:
The discussion was a deep exploration of a multi-business customer-service scenario, exploring key concerns - insights included:
DID & conversation based customer engagements
- change task to authorization (ZCAP, VCs) instead of authentication
- are closer to ‘omnichannel’ outreach than ever
- remove major federated-identity obstacles
it is unlikely that businesses will be pressured to provide improved customer service, but can create draw from within customer service ranks (a tool desired/needed by operators) ZCAPs look useful for passing authorization to participate in incident resolution
- between one organization and another
- from organization ingress to individual representatives
the ability share a conversation w/ history
- a risk - institutions may not want information shared
La value - sharing of information decreases cost / expedites resolution the key is ad-hoc cross-company collaboration
- chat & internet tools are massive game changers
- still an obstacle to “get to chat” for classic customer service engagements
