NDA
Transport company uses a voicebot to automatically confirm the date and time of the trip as well as the address where the driver should pick up the passenger. With Dialogflow voicebot and Voximplant, Transport company was able to provide customers and drivers with support as well as free operators from routine tasks.
Having ordered a transfer, passengers did not always have time to notify about changes in their plans and cancel the order, and sometimes even forgot about the trip. Despite the fact that not all trips were confirmed, the driver still arrived at the appointed address. The waiting time for the passenger was 8 minutes, if he did not show up within that time, the driver would mark a no-show and leave. The company pays for the order, but does not cover the cost of the trip: the drivers remain dissatisfied, and the company suffers losses. To reduce dissatisfaction, call center operators call passengers to confirm the details of the order. However, the volume of work exceeds the call center's capacity, making the issue of automation more acute than ever.
Transport company has integrated a Voximplant voicebot to automate the order confirmation or cancellation as well as changing of trip details.
If the outbound call is successful, the voicebot introduces itself and tells the client the details of the trip: date, time, and address. If the client confirms the transfer, the voicebot thanks him and finishes the conversation, while the driver arrives at the appointed time to pick up the passenger. If there are changes to the order, the voicebot asks for a new date and time of the trip. If the passenger wants to cancel the trip, the voicebot automatically sends a request to the transport company database, after which the agent calls the passenger back to confirm the cancellation.
If the call is forwarded to voicemail, the voicebot leaves a voice reminder of the scheduled trip.
The nature of the transport company service is such that organizing prompt communication with passengers and drivers becomes a priority. Thanks to the voicebot, the service manages to call all its clients, making more than 6 thousand calls a day. Thus, smooth communication and awareness of order status help to bring driver's dissatisfaction down to zero and increase service quality. More than that, the implemented solution reduces the load on agents, freeing them from routine tasks.
An online transfer booking service, including non-emergency medical transportation, microtransit and paratransit in more than 20 US states.
