Is it possible for a VA to provide user-specific recommendations during the conversation?
Yes, VA can make user-specific recommendations during the conversation with the user. Based on the caller's number, U-Self Serve can call multiple customer APIs to access the caller related information which are available in third- party tool like CRM. A simple routing logic can be configured to push the flow in a specific direction.
To provide user specific recommendations in a conversation, follow the given below steps:
Add a Decision Point or Integration Point in the flow to check whether the caller is eligible for any offers or new products.
If eligible, use a Slot Resolver to show the offers to the caller and ask for a Yes/No confirmation.
Example:
Acme Bank's customer is calling the customer service to reset the Internet Banking password. While conversing to the customer, it is observed that the customer is eligible for ACME Bank's Platinum Credit Card. The eligibility is based on the credit card bill payment made by the customer during a period of time. So the VA wants to upsell Platinum Credit Card to the user and initiates the flow.
VA: The password reset link is sent to your registered email. User: Yes, I received it. VA: Is there anything else I can help you with? User: Nothing. VA: As a premium customer, you are eligible for a Platinum Credit Card. Would like to apply? User: Is there any fee applicable? VA: Since you are a premium customer, there is no annual fee for the first year. Would you like to apply? User: Yes, I would like to apply. VA: Please enter your registered mobile number. Our Bank representative will contact you shortly.
Important
The VA's recommendation is based on caller's business data. No AI Recommendation or AI Next best action is involved.