Жемчужная роса

Problems

• The need for round-the-clock acceptance of orders for the supply of bottled water for apartments and offices.
• Reducing the cost of maintaining staff for accepting orders.

Implemented solution on the AMBER platform

To solve the tasks set, AMBER CRM was integrated with Oktell telephony and the Yandex SpeechKit speech technology package, which made it possible to accept recurring orders and issue invoices to customers automatically without the participation of operators.

1. An additional Orders section has been set up, where all customer orders, both new and recurring, fall;
2. When an atypical order is received that cannot be processed automatically, AMBER creates a callback task for the client according to the company’s established regulations;
3. Upon an incoming call from an existing customer, a new order is automatically created in AMBER. Data from AMBER CRM is transferred to the IVR conversation script: Full name, address, number of bottles for delivery, etc.;
4. When you change or create an order, information about it is automatically sent to AMBER CRM;
5. The necessary documentation is generated automatically for each order;
6. The system for accepting orders from existing customers was implemented based on Yandex SheechKit technologies: a new order is placed through the IVR menu, but voice messages are not recorded earlier, as with the classic IVR organization, but are generated “on the fly” based on previous Customer orders.

Result

• Reducing operating costs and the burden on operators by automating the acceptance and processing of orders.
• Ensuring 100% acceptance of orders and uninterrupted delivery of products to customers.
• An increase in the processed flow of orders, thanks to the round-the-clock operation 7 days a week.