Voicebots play a crucial role in automating customer interactions and handling basic queries in customer service. However, there are scenarios where further actions are required after the initial interaction with a voicebot.

This article explains the possible scenarios for post-voicebot handling ensuring seamless transitions and enhanced customer experiences. When the customer has completed interaction with the voicebot, there are three possible scenarios for handling further interaction-

1. Route to an agent

2. Route to an IVR

3. End of conversation & Post-call processing

Route to an agent

Use Case: Calls might need to be routed to a human agent when the voicebot has collected basic information but advanced actions requiring manual intervention are required.

Best Practices:

• Context Availability - Equip the agent with context about the customer’s interaction with the voicebot to avoid repetition and enhance efficiency

• Prompt Response - Since the customer has already invested time in interacting with the voicebot, minimize wait times for the customer by routing to the most appropriate and available agent.

To know more about how to route a voicebot interaction to an agent, refer to the article on Skill based Routing & Using Proficiency for Routing.

Route to an IVR

Use Case: 

• When the customer- voicebot interaction requires specific functionalities, such as customer authentication or direct transfers, that can only be handled via IVR , the conversations need to be handed over from the voicebot to an IVR.

• During a conversation, the situation arises that the customer got connected to the wrong voicebot and the correct path resides with another IVR, the voicebot will be required to hand off the interaction to the approproiate IVR. Example , a customer wants to report a credit card fraud and chose to connect to Banking instead of Credit Card.

Best Practices:

• IVR Specific Routing: Use IVR for functions that are not available in the voicebot, such as DID Transfer, Call another IVR or authentication processes.

• Dynamic Routing: Enable dynamic routing based on the details provided by the voicebot to ensure the customer reaches the correct IVR node.

• Seamless Integration: Ensure the voicebot and IVR systems are well-integrated to provide a unified customer experience

To know more about how route a voicebot interaction to an IVR , refer to the article IVR Transfer/Conference .

End of Conversation & Post-Call Processing

Use Case: The Voicebot has successfully completed the customer interaction and the only focus now is post call processing activities such as completing After Call Works(ACW) , profile management. including updating customer profile based on the interaction like adding a customer to suppression list, removing them from the high risk list.

Best Practices:

• Post Call Tasks: Implement effective processes for post call tasks such as scheduling callbacks, rescheduling or canceling callbacks, and updating customer profiles.

• Profile Management: Update customer profiles based on the interaction, such as adding them to suppression or changing there queue status.

In conclusion, effective post-voicebot handling is essential for maintaining high customer satisfaction and operational efficiency.