Good morning , my name is Carlos Pablo and I live in Colombia . Although my native   language is Spanish , I hope I have expressed my ideas in the best way in the English   language . 

 1 . Challenge 

 The organization that I work for specializes in " Loyalty " programs , which in my country is a   sector that has evolved very quickly , and over the 2 years since the launch , very good results   have been achieved and an important recognition in the market . 

 The challenge is to implement a new channel of interaction that allows for more fluid   communication with customers , which positively impacts their experience in each contact .   The communication channel to be implemented is WhatsApp Business as a formal   communication channel , but the challenge is to clearly define what the scope of this new   channel will be according to the processes in the life cycle of the program and the requests   made by customers ( Enrollment , Claims , frequently asked questions , user account   management ) with the aim that this new channel may have a defined and specialized scope   focused on what customers in a channel like WhatsApp really value most . 

 2 . Selection 

 When we were analyzing the different tools of design thinking , we identified that due to   the progress that has already been made in the different stages and the knowledge that we   have of our customers in the attention provided by the other channels of customer service ,   the Learning Launch is the tool indicated in this stage of the project with which we will   quickly and economically test the hypotheses that we have raised and thus define the   appropriate scope for the new WhatsApp channel . 

 3 . Aplicattion 

 Our Learning Launch process was considered in 2 stages : in the first stage , a list of   transactions that could be attended by the WhatsApp Channel was defined in order to   evaluate them in the Learning Launch and identify if the transactions that we consider in   our hypotheses that would be the most appropriate for this new channel , if indeed they   were those that the clients were requesting from us . For this test we defined that all the   internal employees of the company will participate during a period of 15 days in order to   have fast , economic and close results with a critical public . We established an internal   communication channel so that they could send us all the feedback and opportunities for   improvement and in this way make the necessary adjustments . We were able to obtain   many feedbacks that helped us identify improvements in a timely manner . 

 Subsequently , we carried out a second phase with a second learning launch in which we   included 300 VIP segment clients who were active clients in the Loyalty program , with   whom we also established a direct communication channel so that they could share all their   observations and comments , which allowed us to redefine some processes of the initial   scope of transactions that would be served by the new WhatsApp channel . 

 4 . Insight 

 The experience in the application of the Learning Launch tool was very useful because it   allowed us to experiment and contrast the hypotheses we had about the scope that the   WhatsApp channel should have . Before the first stage , we were considering including the   option of “ Enrollment ” to the program through the new channel , since it is one of the   transactions that has the most impact on our telephone channel . But after the tests were   completed , we were able to understand that as the “ Enrollment ” process is an activity that   requires significant time to complete and because it has other channels enabled , such as   the website , for this transaction in particular we were able to identify that customers   preferred to register by the other established channels , while the whatsapp channel gave   more relevance to interactions related to the FAQ´S , program information , password   change and failure reports . According to the above , the scope was redefined and additional   predetermined messages were adjusted , improving the customer experience in the new   channel much more . 

 5 . Approach 

 The application of the learning Launch tool allowed us in a very agile and economical way   to know in greater detail the needs of our clients when using a channel like WhatsApp and   what it was that they really valued about attention through this channel . On a future   occasion , he would be very aware of not falling into the “ trend of confirmation ” , since   having considered the needs of clients taking as a reference information of the other   channels , made us believe that through this channel they would demand the same   transactions but we realized that this was not the case 

 Thank you very much for valuable learning . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: Carlos Pablo
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Good morning , my name is Carlos Pablo and I live in Colombia . Although my native   language is Spanish , I hope I have expressed my ideas in the best way in the English   language . 

 1 . Challenge 

 The organization that I work for specializes in " Loyalty " programs , which in my country is a   sector that has evolved very quickly , and over the 2 years since the launch , very good results   have been achieved and an important recognition in the market . 

 The challenge is to implement a new channel of interaction that allows for more fluid   communication with customers , which positively impacts their experience in each contact .   The communication channel to be implemented is WhatsApp Business as a formal   communication channel , but the challenge is to clearly define what the scope of this new   channel will be according to the processes in the life cycle of the program and the requests   made by customers ( Enrollment , Claims , frequently asked questions , user account   management ) with the aim that this new channel may have a defined and specialized scope   focused on what customers in a channel like WhatsApp really value most . 

 2 . Selection 

 When we were analyzing the different tools of design thinking , we identified that due to   the progress that has already been made in the different stages and the knowledge that we   have of our customers in the attention provided by the other channels of customer service ,   the Learning Launch is the tool indicated in this stage of the project with which we will   quickly and economically test the hypotheses that we have raised and thus define the   appropriate scope for the new WhatsApp channel . 

 3 . Aplicattion 

 Our Learning Launch process was considered in 2 stages : in the first stage , a list of   transactions that could be attended by the WhatsApp Channel was defined in order to   evaluate them in the Learning Launch and identify if the transactions that we consider in   our hypotheses that would be the most appropriate for this new channel , if indeed they   were those that the clients were requesting from us . For this test we defined that all the   internal employees of the company will participate during a period of 15 days in order to   have fast , economic and close results with a critical public . We established an internal   communication channel so that they could send us all the feedback and opportunities for   improvement and in this way make the necessary adjustments . We were able to obtain   many feedbacks that helped us identify improvements in a timely manner . 

 Subsequently , we carried out a second phase with a second learning launch in which we   included 300 VIP segment clients who were active clients in the Loyalty program , with   whom we also established a direct communication channel so that they could share all their   observations and comments , which allowed us to redefine some processes of the initial   scope of transactions that would be served by the new WhatsApp channel . 

 4 . Insight 

 The experience in the application of the Learning Launch tool was very useful because it   allowed us to experiment and contrast the hypotheses we had about the scope that the   WhatsApp channel should have . Before the first stage , we were considering including the   option of “ Enrollment ” to the program through the new channel , since it is one of the   transactions that has the most impact on our telephone channel . But after the tests were   completed , we were able to understand that as the “ Enrollment ” process is an activity that   requires significant time to complete and because it has other channels enabled , such as   the website , for this transaction in particular we were able to identify that customers   preferred to register by the other established channels , while the whatsapp channel gave   more relevance to interactions related to the FAQ´S , program information , password   change and failure reports . According to the above , the scope was redefined and additional   predetermined messages were adjusted , improving the customer experience in the new   channel much more . 

 5 . Approach 

 The application of the learning Launch tool allowed us in a very agile and economical way   to know in greater detail the needs of our clients when using a channel like WhatsApp and   what it was that they really valued about attention through this channel . On a future   occasion , he would be very aware of not falling into the “ trend of confirmation ” , since   having considered the needs of clients taking as a reference information of the other   channels , made us believe that through this channel they would demand the same   transactions but we realized that this was not the case 

 Thank you very much for valuable learning .
### Output: 