Kandy F. White

ORGANIZATIONAL PSYCHOLOGIST. TECHNOPHILE. CATALYST FOR CHANGE.

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SERVICE ORIENTED TECHNOLOGY

CEH: A SIMPLIFIED USER EXPERIENCE

ADP's client engagement hub (CEH) is an architectural framework that ties multiple systems together to optimally engage and service our clients. Our CEH allows personalized, contextual customer engagement, whether through a human, artificial agent, across all business units.

DIGITAL SERVICE TECHNOLOGY TRANSFORMATION

Working in concert with our Client and Associate Engagement Technology (CAET) team, we are actively deploying a common omni-channel platform across 7 unique business units.

CHOOSE YOUR OWN CHANNEL

The industry leading platform will enable greater agility in delivery, shared experience across business units, and client journey data to enable ADP to refine the client experience across multiple products. This will drive exceptional omni-channel experiences, journeys, and relationships.

A DYNAMIC DESKTOP

Our CEH allows personalized, contextual customer engagement, whether through a human, artificial agent, or predictive data across all business units.

UNIFIED EXPERIENCE THROUGH TECHNOLOGY

These industry leading platforms enable greater agility in delivery, shared experience across business units, and client journey data to enable ADP to refine the client experience across multiple products. This will drive exceptional omni-channel experiences, journeys, and relationships.

ROBOTICS AND OPTICAL CHARACTER RECOGNITION

Over 500K transactions per year automated to deliver products to clients faster and error free.

CONVERSATIONAL COMMERCE THROUGH ASYNCHRONOUS MESSAGING

Driving client communications away from technologies like email, without depriving them of direct communication channels. The new messaging center must involve as few clicks as possible while also providing the user with reliable security, identity, and history of their interactions, 24X7.

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LEVERAGING ARTIFICIAL INTELLIGENCE

ROSIE, THE CHATBOT

Rosie is powered by IBM Watson and handles higher volume, lower complexity intents for "How do I?/Where do I?" inquiries. She currently manages 4% of all service related transactions.

IMPLEMENTING NEW CLIENTS WITH ROBOTIC PROCESS AUTOMATION

A completely automated E2E solution leveraging RPA, OCR, and NLP (Blue Prism, Captiva, and IBM Watson) to complete implementation of new clients and/or existing clients adding new products within minutes instead of days.

eVo, Product of the Future

Creating a completely new, modern payroll platform for a digital-only, low touch client experience. Focus is on mobile-first, simplified experiences that make the payroll process seamless and the complexity of payroll and tax invisible, almost magical, to the small business owner.

THE "ROSIE" EXPERIENCE

Our chatbot, Rosie, leverages intelligent routing and "human in the loop" training.

AN INTUITIVE PRODUCT

Leveraging predictive analytics, the product is the CRM. The experience is so intuitive that clients never have to think about it and can focus their energy on the needs of their small business customers.

YOUR VOICE IS YOUR PASSWORD

Voice biometrics eliminate the need for customers to remember company IDs, passwords, PINs and other information to quickly and simply gain access to our products and services while protecting assets from fraud.

DEVICE LEVEL AUTHENTICATION

Voice and fingerprint biometrics coupled with device authentication for phone, tablet, and PC will create a seamless experience for our clients while protecting their data and assets from fraud.

SMALL BUSINESS OWNERS SERVED ON THEIR TERMS

Delivering asynchronous messaging, a 24x7 channel accessed via a mobile device that is protected by biometric and device authentication. Leverages both human and chatbot to provide better, faster, smarter service.

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