When ordering goods by phone or chat, and after conversation with a customer, a contact centre agent must enter the ordering system and fill in all the necessary information: the customer’s personal data, the delivery and billing address, and the purchased goods. This takes time for the agent, who could otherwise already be in conversation with another customer.
What the robot does
At the end of the agent’s conversation with the customer, the robot takes over the recorded data and enters the ordering system. There it verifies the availability of the product, creates an order, sends information about receiving the order to the customer, and sends a request to the warehouse to send the goods. By allowing agents to service other customers in the meantime, the number of calls they can handle is automatically
increased.
Contact centre agents are often requested to check the availability of certain products in stock or at stores. For these requests, agents must access the ordering system or the company’s website, find the product, and check its availability, which can all be time-consuming. In the process, the agent must click through various systems and search for goods.
What the robot does
During communication with the client, the agent types the name of the product that the customer is interested in. Immediately after this information is entered, the robot enters the system and searches for the product. Within a few seconds, the agent is shown its availability in the warehouse as well as at individual stores.
In most cases, cancelling an order does not bring any profit to the company. Many companies offer cancellation services also by chat or phone. The customer simply writes through chat or calls a hot line, gives their data, and asks for a cancellation. The contact centre operator must then create a ticket for the back office, where they must search for the order, cancel it, return the payment, stop the delivery at the logistics department, and inform the client about the next steps and the status of the order cancellation.
What the robot does
When a contact centre agent records all the necessary data, the robot reads the order number, enters all the necessary systems (such as the relevant SAP, contact centre, and third party applications), cancels the order, informs the logistics department and the transport company, sends a request for a refund, cancels the order to dispatch the goods from the warehouse, and sends the information to the customer that the order has been cancelled along with information on any next steps. Thus, the agent does not have to click through different systems and create tickets for the back office, and they can spend time doing more beneficial activities instead. The robot will take care of the entire process.
In many calls, it is necessary to verify if the caller is already an existing client. In such cases, a contact centre agent must enter the information system and manually search for the client, which may take up to half a minute. Instead, the agent could be engaged in other activities with a higher added value.
What the robot does
After starting the call and obtaining basic information from the caller, the robot enters the internal system and finds out whether or not the caller is an existing customer within a few seconds. By involving the robot, the time for customer verification is significantly reduced and the agent can fully focus on the client’s requests.
Including any connected automatic service processing:
When receiving a request for a confirmation, the agent must obtain all the necessary information from the client, including their personal data such as their name, surname, date of birth and address, the date the certificate should be issued on, the certificate’s purpose, and so on. The contact centre agent then creates a ticket for the back office, which then issues the certificate.
What the robot does
At the end of the conversation with the client, the robot takes the data obtained by the agent and enters the system to obtain any additional information needed to issue the certificate. After obtaining all the necessary information, the robot can issue the certificate and send it to the client by email. If the certificate is to be delivered by post, the robot will put it into the printing queue. Therefore, the agent does not have to create a request for the back office and the back-office staff do not have to issue the certificate manually.
Software robots for post-call processing
Easy transfer between front-office and back-office processes and tasks
Assistant platform for agents to optimize the performance of their activities:
