"The rainbow smile" automated order confirmation using Voximplant

2020: Start of automatic confirmation of online orders

The federal retail network on personal care and behind the house "A rainbow smile" started automatic confirmation of online orders. It became known on June 22, 2020. The project is implemented using a communication framework of Voximplant. Now after order placement on the website the user is called by the voice robot assistant, but not the call center agent. This technology allows to optimize work of call center and also reduces the number of returnable sendings.

In the last several months the number of online orders increased by 9 times, and load of call center increased.

"The rainbow smile" confirms each order which is delivered by courier service to exclude the probability of an error and to introduce amendments if the client wanted to change structure of the order. Traditionally it was done by operators, dialing to each client and during the conversation specifying all parts. However in the period of the increased demand for online orders such method was very labor-intensive, and the company thought of automation of this process.

Based on a communication framework of Voximplant scenarios of call-down were created and also integration with an internal system for data transmission about orders is configured. At a call the voice assistant addresses the client by name, approves the address and delivery time, pronounces order cost. Further the client orally confirms information, and when canceling the order, can leave the comment with a cause of failure, Otherwise the call is transferred to the operator for introduction of adjustments. For the test period more than 75% of the orders delivered by external courier services were confirmed automatically.

Thanks to integration of scenarios with the CRM system of the company not only outgoing calls, but also processing of entering were configured. So, if the client did not take the call, and then decided to call back on the missed number, service at an incoming call identifies the client by his phone number, verifies with the database, and if the task with order confirmation is registered for this number, the robot pronounces the prepared script. Thus, the percent of automatically processed orders can reach 80%.

For June, 2020 the project is for the test stage in St. Petersburg and Moscow and in the short term will be scaled on all network.

Alexey Baulin, CEO of Rainbow Smile retail network:

"The rainbow smile" is a technological network and we sensitively react to change of market situation and need of implementation of technologies. In the spring 2020 we started service of fast shipment at own expense "Order from the shelf of shop" and service "Fast delivery", and now implemented an automated system of order processing. The technological effectiveness is always connected with convenience. We do everything that it was convenient to our buyers to make purchases in "A rainbow smile". High processing speed of orders is one of the main trends in retail, and we are sure that behind it the future.