Use case03 / 08
BPO & Call centre
A contact centre's problem is not the average call, it is the hour when forty of them land at once. The agent sits in front of the queue and takes the ones that are the same every time, in the words the team already uses, then hands the rest over with what it has collected attached.
A call, start to finish
On the line
- Agent: Customer service, good evening. My name is Claire.
- Caller: Good evening. I ordered a dishwasher last week and I would like to know when it arrives.
- Agent: I can check that now. May I have your name and customer number?
- Caller: Paul Gregory, 4471.
- Agent: Thank you, Mr Gregory. It left the warehouse on Friday, and it is out for delivery tomorrow between nine and one.
- Caller: Can I have that in writing?
- Agent: It is on its way to you by text, with the driver's reference. We are open until ten if anything changes.
What it does on the line
- Answers overflow and out of hours on the script the team works from.
- Collects the identifiers and the reason for the call before a person picks up.
- Logs every call where your quality process can already read it.
- Escalates to the team with the transcript and the reason attached.
Start from your own line.
Tell us the sector and the workflow, and we will build the agent that carries it.
Request a demoHelpful context
- The workflow you want automated.
- The systems it would need to talk to.
- Where it runs today: AWS, on-premise, or both.
- Anything that cannot leave your own estate.
- Any deadline or compliance requirement you are working to.