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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.
When trying to create a new agent, simply add this template to your account. Then you can make changes to customize it based on your business needs.

Flow Explanation

Step 1 - Starting the conversation

We start with a Speak node introducing the company to the caller. Using the Speak node we don't expect any input from the caller in this node.
Step 2 - Collect the Caller's Query
After the greeting, we want to know why the caller is calling. This means that we are looking to collect a value from the user input - with the help of the Collect Input node.
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 an action node Route Call.

Step 3 - Match the Caller's Input

The classification node will match the caller's input to the right response in the right intent. In this use case, the caller requests to change his phone number that they registered in the account.
If the agent can't match the input to the right intent, the "Missed" tab comes into place, which in this case is connected to the Speak and 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 his 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 an action node Route Call.

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 an action node Route Call.
The confirmation of the caller is being collected in the Conditions node. If the Caller approves the new phone number, the agent is going to send this change over to the CRM via the Webhook node. If the caller denies, the agent will ask them again for the phone number. The endpoint of the "Default" tab in the Conditions node that indicates the caller's "no" is connected to the entry point of the first Collect Input Node.
If the webhook fails to send over the new number, we also want to route the call to a live representative. 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 caller's details have been updated, we are going to terminate the call using a Speak node indicating that the call is going to be disconnected followed by an End Call action node.
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Flow Explanation