The main purpose of this solution architecture is to provide self-service functionalities, including all information regarding orders to customers. Another objective is to provide support to a customer, that is accessible through any communication channel that the customer would like to use. Examples of such help include a knowledge base, chat- functionality integrated communications, ticketing systems, and guided help.
The following diagram shows this:
Similar to other solution architectures, all information gathered from any interaction across any channel needs to be analyzed.