I've tried searching this forum, but I haven't come up with anything for this yet. We're in the process of moving from PureConnect to Cloud CX, so I'm new to the Cloud CX world.
To set the stage: We currently have callers leaving a voicemail in PureConnect that contains their name, birth date, and the name of a medication that they're asking about. An agent then listens to each voicemail, looks up relevant information, and handles the callers request appropriately. It takes time for agents to listen to the voicemails, callers don't always remember every piece of info they're supposed to leave, etc.
I thought I could improve that process as we move to Cloud CX. I built a flow that has a bot ask for each of the needed pieces of information, places all of that info into the script for the agent to see when they accept the interaction, then sends the call to voicemail to let the caller leave any additional information that they might want to tell us. I've tested this. It actually works surprisingly well.
The problems I'm trying to overcome are:
- If the caller doesn't leave a voicemail after interaction with the bot, the interaction disappears without going to the agent. How do I get the interaction routed to an agent with just the info that the bot collected, even if there's no voicemail attached?
- I'd like the agent to be able to listen to the conversation between the bot and the caller in cases where the bot didn't get the caller's name or the medication name correct. Is there a way to retrieve that recording while the interaction is still active so the agent can hear it?