Automated reminders of appointments at a service center.
On the day before the appointment at the service center, the robot calls the customer with a reminder, reads out the date and time of the appointment, the address of the service center, and also reminds the person of the need to bring documents along. The robot then clarifies whether the appointment is current and whether the customer plans to show up at the designated time.
The data is automatically fed to the platform, then the smart Voximplant modules check whether the day of the visit has arrived or not (the robot will not call if the customer is scheduled for today). In the data sent to the platform, only the car brand, details of the appointment and the customer's contacts are given, while the system inserts the address of a specific service center and the respective greeting. Before initiating a call, Voximplant uses its filters to check whether all information is up to date.
According to the scenario, the robot makes four dialing attempts, but if the customer hangs up twice, no more calls are made.
Based on the results of the call, all statuses are returned to the company. If the customer confirms that he/she will show up or has not replied (did not pick up the phone), the scheduled time of the appointment remains unchanged. If the customer cancels the visit or asks to have it rescheduled, the relevant information is received by the service staff, who calls the customer back to clarify the details and reschedule the appointment.
The company collects feedback from customers after buying or selling (trading in) a car. Data on this event is automatically uploaded to the platform from the company's CRM system. Calls are made only to customers who have not left feedback via other channels (email, text messaging). The robot asks several questions, the customer's answers are transcribed and then transferred to the company.