Objective - E-commerce client needs to collect information from users about their purchases.
Solution - A voice bot, integrated into an outbound IVR system, proactively engaging the customers to try and collect information about their purchases. The information collection is dynamic and based on the vendor platform the number of details required to be collected could vary.
Key Highlights
Consent - Since the bot has actively called users, it’s imperative to know if the time is right; i.e. - the bot must ask whether it’s the right time to talk.
Offer Callback - The bot recognizes and respects the user’s decision to not engage in a call and propositions for a callback. The callback timing is then collected from the user.
Dynamic data collection - The bot adopts different flows for data collection based on the vendor platform.
Exit points - Based on when and where the user is exiting the call, a variable value is assigned. This, in turn, is used in analytics to explain the call outcome without in-depth data analysis.
