Automation of Incoming Calls via IVR

Customer Stories Automation of Incoming Calls via IVR Back

Flowwow

Automation of Incoming Calls via IVR

Flowwow voice IVR answers customers’ basic questions depending on the current stage of their order. If a customer needs additional information about their order, the call is automatically directed to the responsible shop.

Flowwow’s strategy is to decrease the number of calls by using this interface but due to the annual growth of our business by 250-300% and customer database expansion, we can’t give up telephony altogether.

Automatic answers powered by Voximplant were set up in less than a week. We were pleased to learn that all technical issues could be addressed through online chat.

Vera Modenova

Head of Customer Service Department, Flowwow

All incoming calls have been divided into three groups: affiliated retailers, customers with placed orders, and customers going to place an order. As a result of integration with the CRM system and depending on the caller number, one of 15 scripts is activated. If a new customer calls, a recording with FAQs is played and, if necessary, an agent gets involved. If a customer calls to request additional information about the status of their order, the call is transferred to an assistant of the responsible shop. Before connecting to the customer, a robot informs the assistant about the purpose of the call and the PO number. The PO number is defined in the CRM and voiced by speech synthesis.

How it Works

Text-To-Speech

Synthesis of a unique voice for speaking to customers

HTTP API

Script integration with any application

IVR

Interactive Voice Response

Phone Numbers

Business phone number purchase

Serverless

Cloud storage and programming interface

Speech-To-Text

Speech recognition and natural language processing

Result

Comfort. Customers don’t have to repeat information about their orders.

Benefit. Customer listens to useful information (FAQs) instead of hold music.

Speed. Contact center developed within four days.