Updating Details

Elegant self-service for ever recurring caller requests

Use this template when you want to enable seamless self-service for your customers to deliver a quick and time-sensitive customer experience.

To use this template, simply choose it from the templates page when you create a new agent. You can then make changes to customize it based on your business needs.

Flow Overview

Step 1 - Starting the conversation

We start with a Speak node introducing the company to the caller. The Speak node only serves to relay a prompt to the user.

Step 2 - Collect the Caller's Query

After the greeting we want to figure out why the user has initiated a conversation with the agent. With the help of the Collect Input node, we can ask the user what the agent can do to help them as well as collect their response.

In case we can't collect the caller's input, the agent will route the call to a live representative. Therefore, the No Input and Missed tabs are connected to a Speak node, notifying the caller that in this case the call is being routed, followed by the Route Call action node.

Step 3 - Match the Caller's Input

The Classification node will classify the users input into the appropriate intent. In this use case, the caller requests to change his phone number that they registered in the account.

In case the user provides an invalid or irrelevant input, the Missed tab can be used to connect these responses to a prompt (via Speak node) and then to a Route Call node that transfers the call to an agent.

Step 4 - Collect the Caller's New Details

In a new Collect Input Node, we are going to ask the caller for their new phone number.

In case we can't collect the new phone number, the agent will route the call to a live representative. Therefore, the No Input and Missed tabs are connected to a Speak node, notifying the caller that in this case the call is being routed, followed by the Route Call action node.

Step 5 - Confirm the Caller's New Details

Following the collection of the new phone number, we want to verify that the agent understood the correct phone number. We are using another Collect Input node with the prompt "I understood $NEW_PHONE_NUMBER . Is that correct?" to do that.

Same as before, in case we can't collect the caller's input, the agent will route the call to a live representative. Therefore, the No Input and Missed tabs are connected to a Speak node, notifying the caller that in this case the call is being routed, followed by the Route Call action node.

The user's confirmation (or lack thereof) is segregated by the conditions node. If the user approves of the new number, the agent will send over the change to the CRM via Webhook node. Else, the agent will ask for an alternative phone number. The endpoint of the Default tab in the Conditions node that indicates the caller's negative response ("no") is connected to the entry point of the first Collect Input Node.

If the Webhook fails to send over the new number, the conversation is routed. Therefore, the exit point of the Failed tab in the Webhook node is connected to the entry point of the Speak node indicating that the call is going to be transferred.

Once the details have been updated, the conversation will be terminated after letting the user know that the conversation will be disconnected followed by an End Call action node.