To start using SmartAssist, you must configure the application. Here is how a typical customer interaction works. A customer reaches out to your business over your prescribed channel and is greeted with a welcome message along with a set of topics that they need help with. Customers then go through this tree-based logic till they find a resolution or are connected to a human agent.
With SmartAssist, customers can start by directly stating their intent. For example, a calling user is prompted to tell us the reason for calling. If they’re calling to inquire about the status of a previous request, they are provided an automated update. If they’re calling to cancel a service or ask for a refund, you can set up rules that can transfer them directly to an agent or something else that provides a quick resolution.