A good deal of all calls in Just.ru is made by an IEM robot. Fully automatically.
In the meantime, Just.ru raised call centre operation to a new level.
Actually it was as usual a life-driven decision.
Life showed that for some orders made by customers online and
containing transit goods, it
is problematic to state the exact shipment date – due to possible external screw-up factors.
For
example, if the supplier fails to bring the goods on time (‘our vehicle broke down’, ‘couldn’t find at
our warehouse’ and excuses like these)
So they had to introduce callback confirmation for such risky orders:
when the order was
finally assembled, an operator would return a call to the customer and say that
the latter could now come and collect it.
Or would make sure that the customer was ready to accept
delivery at the agreed time.
This is a thankless job – stupid monkey business.
And a profitless
one.
The low quality of execution (by homines sapientes) is a natural consequence of this.
They decided to offload it onto the shoulders of Ultimate IEM – never
saying ‘no’, error-free and exemplarily anti-human.
For its shoulders’ power is virtually unlimited.
A special robot examines each new order.
If the confirmation
callback conditions are met, the robot dials the customer’s number (according to its time settings).
After the call setup is a success, the robot pronounces its
synthesized text.
The script is set up in the system interface.
Parametric service words can be
used; instead of these, the system will insert the order’s characteristics, e.g. {Amount} will be
replaced by the order’s Total amount.
The number of call attempts and the time periods between them
are as well set up.
On listening to the message, the customer can contact an operator (via a voice menu) to clear up any questions that may arise.
As the operator is contacted, an online file automatically pops up
on the latter’s screen, containing general information about the client — his current order in
particular, and his contact history:
Plus suggested follow-up to the order.
On the one hand, nothing supernatural.
On the other hand, a
robust solution to a relatively narrow task has produced an exceptionally powerful and flexible tool
whose range of possible uses is limited by the operator’s creativity only.