A Yonyx guide (often referred to as a decision tree) is a network of two types of nodes – guidance steps & user responses.
Commands are embedded in any guidance step to display forms (capture), read from or write data to an enterprise database.
Flags are like breadcrumbs that Authors can insert into any node of a decision tree. They are used while creating or reviewing a guide.
Images can be inserted in any guidance step and are distributed using CDN (content delivery network) technology for faster access.
Placeholders are variables whose values are looked up from an enterprise database (e.g. customer-name, agent-name, product-model)
Popularity based sort is the default behavior for the order in which user responses are displayed at any step. Authors can override that.
Hyperlinks can be added to any guidance step in a decision tree. Each hyperlink can be configured to open page in a new tab or in the same tab.
Special pointer inserted in leaf nodes to direct user to another guide, intermediate guidance step, catalog or landing page.
Authors can embed videos hosted elsewhere (youtube, vimeo or your own hosting etc.) in any guidance step of a decision tree.
Block user traffic through a chosen path in the decision tree (used for major edits to a path and for A/B testing)
A Line of Business (LOB) is a database of Yonyx guides. Each LOB supports independent access controls, branding, integrations etc.
Guides (decision trees) are published to a catalog in an LOB. A guide inherits the characteristics of the LOB it is published to.
Weekly email reports that summarize account usage – page views, incidents, nodes, users, authoring activity, compliments received etc.
Combined view of guide usage at a Catalog level. Helps understand usage at a higher level and sort catalog order within a landing page.
Visually displays popular pathways within a decision tree and traffic drop-offs. Slice and dice & compare data by date ranges.
Combined view of guide usage across all lines of business. Helps understand usage across LOBs (e.g. internal use vs customer self service)
A sorted view of the most popular decision trees amongst users in a date range. Filter and download the report in csv for further analysis.
Share / Use Guides
Customers interactively go through decision trees from any mobile or desktop browser. They can even create a CRM ticket from any guidance step. Such CRM ticket also contains a transcript of the path traversed by the customer.
Yonyx is used in conjunction with various CRM systems to provide interactive guidance for call center / support team members. This helps improve the quality & consistency of service delivered while improving FCR, AHT & CSAT.
Yonyx REST APIs enable other programs (CRM systems, Websites, Order Management systems, Mobile Apps etc.) to access decision tree content, send feedback to authors, enable or disable users and access analytics.