Describe the problem $($and$/$or opportunity$)$ in detail $-$ what is the challenge in relation to the expected value from the digital transformation.

Describe the $"$as$-$is situation" and the challenges it poses.

The current situation is that the customer care performance indicators are poor. Customer care indicator examples are the response time SLA, the abandoned call rate, the number of calls per unique calling customers, the rate of served calls vs customer base, the call duration time, and ultimately, the churn rate.

The number of customer care agents has been recently increased by more than $50\%,$ however the performance of the customer care department has barely improved. All the clues are pointing to issues around technologies being used.

Currently, the customer care agents must use various systems to address customer inquiries. The Interactive Voice Response $($IVR$)$ system that takes the incoming calls from customers through an IVR options tree is inflexible and underperforming a recent attempt to change the options tree has led to the crash of the system, where the changes had to be rolled back to urgently restore the system, and more recently, it has been discovered that many customer calls where being automatically dropped while customers were on speaking to customer care agents.

A portion of customer inquiries require intervention from other departments. The existent ticketing system does not allow assigning tickets to employees outside the customer care department with a separate inbox, alerts, operations level agreements $($OLAs$),$ ability to return the ticket to a cue back in the customer care department, and so on$.$

The WhatsApp channel has recently been added as a channel for customer care, however there is no centralised platform that