With Voyager Next, agents can create service requests (SRs) to assist with follow-up requests, like waiver requests, extenuating circumstances, or customer complaints. Service requests are scheduled based on supplier and customer availability and accounts for different time zones.
How It Works
Agent assist, routing rules, and the scheduler help agents to capture needed information based on objective and schedule. At the required time, the Virtual Agent triggers the conversation and pushes it to available agents, asking them to follow up and complete the request.
Voyager Next supports these SR features:
Create an SR using agent assist Virtual Agent on chat, voice, and email conversation channels
Add and view attachments
Reserve the SR so that any correspondence from suppliers and customers is routed to the agent who is handling the conversation
View SRs in conversation history and supervisor search for audit and review purposes
Initiate emails from SRs if they don’t receive a response on voice channels
Receive follow-up from customers via fax, letters, social media as well as chat, voice, and email
Transfer from one queue to another based on product, language, intent, and segment