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Scheduling

Optimizing Resources Efficiently

Summary

Scheduling an appointment for your business can be a complex task. It requires a significant amount of information from the customer and numerous appointment-specific adjustments based on that information. Even with optimization software that helps assign resources, there are still gaps in efficiency due to unnecessary truck rolls or cancellations. Another integral part of your business is retaining customers, so even if they cancel one appointment they should be able to effortlessly reschedule another time or date. In scheduling, there’s often a lot of jargon, so in order for customers to feel comfortable using the self-service platform, it must be able to recognize and speak the language of your business. In other words, your IVR must do three things well: integrate with your scheduling systems, keep customers engaged, and save money.

Challenges

– Making business-specific appointments without the use of a human agent
– Personalizing appointments
– Integrating with backend scheduling systems
– Rescheduling missed or conflicted appointments
– Collecting important customer information and using it correctly

Use Cases

A storage container service wanted to save money by automating scheduling calls to customers. In the reminder call, they needed to obtain complex logistical information prior to arriving on-site by asking specific questions about the drop-off location (driveway size, overhanging trees, street width, etc.) IVA’s natural language speaking and understanding facilitated smooth delivery of the customer’s storage container, saving money on live agents and unprepared container delivery people.

A large shipping company that makes deliveries for multinational retailers wanted an application that could schedule home deliveries effectively. With seamless integration to the shipping scheduling system, IVA calls to help customers find their ideal time for delivery.

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