Talk to experts is the functionality for transferring or conferencing calls with external contacts. The client has a list of experts (third-party who are non-Sprinklr users) for their users. These experts are well-versed in specific products of the client & help the agents to clarify any doubts/questions of the customer & also give relevant suggestions as per the query of customers or agents.

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A Separate permission to Talk to Expert, that was earlier combined into a single permission to transfer to an External number or conference to an External number, is available. Now the permission for External and Talk to Expert is broken down into separate permissions. You can use the Talk to Expert tool in a manual, conference, or transfer call.

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Requirement

The client team requires a “Talk to Expert” feature allowing agents to:

1. Transfer the call with the customer to an external expert (the customer & expert can talk to each other, the agent will be on hold).

2. Take the customer on a conference call with the external expert (the customer, agent & expert all will be on the conference call at once).

The Admin will be providing a master list of all external contacts in a file in an agreed format. We will create a contact list from all these contacts.

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Business Problem & Solution

The Expert list can be very long, difficult to navigate & a hassle to choose which Expert to connect to for a particular task. This situation is solved from our end by providing custom filters, to filter out the long list based on certain properties which can be modified to suit each task’s requirements.

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Agent Journey

1. During a call with the customer, the user clicks on the “External” button, then selects the option of “Expert”.

2. The user can then filter the long list of Experts based on certain specific criteria & properties as relevant on a case-by-case basis.

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For example, the user then selects “Expert Product” (different product suites), “Expert City” (expert based at different locations) & “Expert User Role” (different roles & responsibilities of the expert as per the hierarchy of the organization) from dropdowns to filter the contact list to relevant people.

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1. The system shows the list of experts based on the above criteria with the option to call the selected expert. Each contact will show the historic pickup rate (attempt & answer count) against it to give measurable & actionable insights to the users.

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2. The customer will be put on hold when the call is added.

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Business Use Case 

Whenever the user-customer conversation does not go fruitful especially when any doubt or query of the customer remains unanswered, then it negatively impacts the brand’s performance & the goal of making customers happier remains unfulfilled. 

To solve this problem, brands want to initiate this “Talk to Expert” feature during the call with the customer so that the user can clear most of the doubts/queries of the customers in a succinct & holistic manner. Brands might expect -

1. Every call has the capability of switching to Expert for better resolution of the case.

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2. Ask the customer before connecting to the expert, if they want to talk directly to the expert or if the user can talk to the expert & can get back to the customer quickly.

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3. Choosing the relevant Expert in a quick & hassle-free manner from a long list of Experts.

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Solution

The call controls will have the option to switch to “External” & after that, the user can dial the number of the Expert directly or can filter the results by choosing three dropdowns based on certain criteria, for example, Expert’s Product, City & User Role whichever applicable & clicking on ‘Search Experts’.  Once the expert is selected, the user can

• Call the expert & put the customer on hold

• Transfer the call, or

• Take the customer to a conference call with the expert.

Configuration Requirements

1. One button for Talk o Expert needs to be added to the care console.

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2. Call Controls Record Page needs to be updated which will enable the Talk to Expert support in the call controls.

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3. The prerequisite is that an Expert List should be made available beforehand containing all the relevant information about the Experts. 

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4. This list should also have the properties according to which the long list can be filtered out while selecting one Expert from the list for a particular case.
   

Please reach out to your success manager to enable this capability in your environment.