You are a new customer of Prime Telecom. An engineer is scheduled to come to your home and set everything up.

 

To be on the safe side, you decide to contact Prime Telecom to make sure the appointment is still on. Since the phone channel is still the one you’re most familiar with, you call in using your smartphone.

You are a new customer of Prime Telecom. An engineer is scheduled to come to your home and set everything up.

 

To be on the safe side, you decide to contact Prime Telecom to make sure the appointment is still on. Since the phone channel is still the one you’re most familiar with, you call in using your smartphone.

Tap the phone icon to start the call.

Prime Telecom recognizes your number and immediately announces the upcoming appointment. No tedious authentication procedures or lengthy IVR menus to listen to.

 

You decide to get the appointment information sent as a text message.

Continue >

The text message provides information regarding the scheduled appointment. You realize that you cannot make this date and time, so you decide to respond via text message to change your appointment.

 

The system can process responses in plain English (and many more languages) using Natural Language Understanding. 

Continue >

The interaction is fully automated but looks and feels like a conversation with a person. The responses from Prime Telecom come within seconds.

 

This is Interactive Text Response (ITR).

 

Customer service cannot get any easier than this.

 

Continue >

After a short interaction, you have rescheduled your engineer appointment.

 

The system confirms everything with a final message. Since Prime Telecom knows you downloaded and used the Prime Telecom app before, this message also provides a link to the mobile app on your phone. Using the special ptapp:// syntax, it points you to directly to a relevant page within the app.

 

For customers that do not have the native Prime Telecom app installed, the link can point to a mobile Web version of the app.

 

To continue, please click the link embedded in the text message.

Clicking the link opens Prime Telecom’s mobile app.

 

You want to check what access will be required by the engineer, but you are not sure where to go to find this out.

 

You notice the ‘Get Help’ button at the bottom of the screen.

To continue, please click the 'Get Help’ button.

So that Prime Telecom can help you best, it asks you to select why you would like to get connected to an agent.

Click Pre-appointment preparation to continue

The app presents a number of ways you can get connected. Since you would like to speak with someone, you decide to select “In-App Voice Call”. The expected wait time of 2 minutes is acceptable to you.

Click “In-App Voice Call” to continue

You reach one of Prime Telecom’s customer service agents directly within the app. This ensures that none of the context of your previous engagement with Prime Telecom is lost, and you can keep looking at data in the app while talking to a representative.

 

 

By offering Experience Continuity, the agent will see the full context of your previous interactions on his screen, and will be able to pick up the conversation seamlessly.

 

The agent would like to send you some guidelines with further instructions for you to prepare the at-home installation. He asks for your permission to “collaborate” with you.

 

Click COLLABORATE to allow agent access to your app.

Thanks to advanced customer service features from Prime Telecom, you can now engage in a co-browsing session so that the agent can direct you to the correct section in the app. He can draw on your screen, navigate on your behalf, even fill in forms for you.

 

The agent pushes a document to your phone that has instructions on how to prepare your home for the onsite installation coming up.

 

Your questions get answered, and everything is ready for the installation. You feel like if this is the level of service you get from Prime Telecom, then this will be the beginning of a long and happy customer relationship.

This concludes our demonstration. To restart, please press the Home button.

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Automated Self-Service Script

Agent-Assisted Live Dialog

Welcome to Prime Telecom! Thanks for becoming a Prime Telecom customer. An engineer is scheduled to arrive at your home on Monday, October 19th, between 8am and 1pm. Would you like this information as a text message?

Yes!

Welcome to Prime Telecom! Thanks for becoming a Prime Telecom customer. An engineer is scheduled to arrive at your home on Monday, October 19th, between 8am and 1pm. Would you like this information as a text message?