Package Tracking Template
Objective
Use this template when you want to enable seamless self-service to help your customers track their orders.
Applies To
- Vonage AI Studio
Procedure
When trying to create a new agent, simply add this template to your account. Then you can make changes to customize it based on your business needs.
Flow Explanation
Step 1 - Starting the conversation
We start with a Speak node introducing the company to the caller. Using the Speak node we don't expect any input from the caller in this node.
Step 2 - Collect the Caller's Query
After the greeting, we want to understand why the caller is calling. This means that we are looking to collect a value from the user input - with the help of the Collect Input node.
In case we can't collect the caller's input, the agent will route the call to a live representative. Therefore, the "No Input" and "Missed" tabs are connected to a Speak node, notifying the caller that in this case the call is being routed, followed by an action node Route Call.
Step 3 - Match the Caller's Input
The classification node will match the caller's input to the right response in the right intent. In this use case, the caller requests the whereabouts of his recently ordered package.
If the agent can't match the input to the right intent, the "Missed" tab comes into place, which in this case is connected to the Speak and Route Call node that transfers the call to an agent.
Step 4 - Check Package ID
In another Collect Input node, the agent collects the Order ID and then sends it over to the third-party service via the Webhook node to retrieve the order status.
In case we can't collect the caller's input, the agent will route the call to a live representative. Therefore, the "No Input" and "Missed" tabs are connected to a Speak node, notifying the caller that in this case the call is being routed, followed by an action node Route Call.
If the webhook fails to retrieve the order number, we also want to route the call to a live representative. Therefore, the exit point of the "Failed" tab in the Webhook node is connected to the entry point of the Speak node indicating that the call is going to be transferred.
Step 5 - Inform Caller about Delivery Status
One we retrieved the delivery status, we are going to inform the caller about their ETA and ask them if they'd like to receive a text message with a tracking link for the future in a new Collect Input node ("Your estimated delivery date is scheduled for $ARRIVAL_DATE . Do you want me to send you a tracking link via SMS?")
The confirmation of the caller is being collected in the Conditions node. If the Caller would like to receive a text message, the agent is going to send the message in a Send SMS action node and a Speak node indicating the arrival of the message. After sending the message, the agent will terminate the call.
If the caller denies, the agent will simply terminate the call. Therefore, the endpoint of the "Default" tab in the Conditions node that indicates the caller's "no" is connected to the entry point of the Speak node letting the caller know this call is going to be terminated.
Comments
0 comments
Article is closed for comments.