Our clients regularly missed push notifications so the missing items were simply deleted from their orders. In order to avoid negative feedback from customers, we started to notify them about the need for replacement by phone as well. Agents spent 30% of their time doing that and contact centers sometimes didn’t make it in time because of request overloads.
Together with Voximplant, we automated voice notifications and developed our own voicebot Innokenty. We like that it’s not a standard recorded phrase, but synthesized speech that allows changing text and voice options in a few minutes.