Pearl dew (Amber BPM)

2019: Automated order reception without operator input (chatbot + virtual assistant)

Issues:

• The need for round-the-clock receipt of orders for the supply of bottled water for apartments and offices.
• Reduce maintenance costs for order acceptance personnel.

The solution is implemented on the platform. AMBER platform To solve the tasks AMBER CRM , it was integrated telephony Oktell with the complex, speech technologies Yandex SpeechKit which made it possible to accept repeated orders and issue invoices to customers in automatic mode without the participation of operators.

The following works were performed:

• You have set up an additional section, Orders, where all customer orders, both new and recurring, fall;
• When a non-standard order is received, which cannot be processed automatically, AMBER creates a call back task to the customer in accordance with the company's regulations;
• Upon an incoming call from an existing customer, a new order is automatically created in AMBER. IVR Conversations are transferred to the script data from AMBER: CRM name, address, number of bottles for delivery, etc.;
• When you change or create an order, information about it is automatically included in AMBER CRM;
• For each order, the necessary documentation is generated in automatic mode;
• The system of receiving orders from existing customers was implemented on the basis of Yandex SheechKit technologies: a new order is issued through the IVR menu, but voice messages are not recorded earlier, as in the classic IVR organization, but are generated "on the fly" based on previous orders of the Client.

Project results:

• Reduce operational costs and burden on operators by automating the receipt and checkout of orders.
• 100% acceptance of orders and uninterrupted delivery of products to customers.
• Increase the processed order flow, thanks to the round-the-clock operation 7 days a week.