Meet our presenters to learn about (1) visuals that help callers find assistance at a United Way and (2) phonebots that add visuals to ordinary calls. Contact info@RadishSystems.com to set up a meeting.
Session B102: Augmenting United Way’s Help Center
Monday, April 29 2019 11:30 a.m. – 12:15 p.m.
David Holland, 2-1-1 Manager – United Way,
Come hear how United Way implemented a visual IVR with Amazon Connect to augment its existing call center. The goal is to help those in need 24/7, so that more people quickly find assistance. The visual IVR provides smartphone callers with emergency shelter locations in an easy-to-understand visual format. The visual IVR shortens calls, improves call containment through visual self-service, decreases switching to live staff, and reduces follow-up calls.
Session A106: Marry Visuals with Bots for Twice the Customer Experience
Monday, April 29 2019 4:15 p.m. – 5:00 p.m.
Victor Morrison, Business Development Executive – Radish Systems
Phonebots are especially useful when enhanced with visual information, such as an instantly viewed, tappable menu of options instead of a long sequence of questions or a spoken list of options. Adding a visual component—maps, photos, video snippets, menus, graphics, diagrams, short documents—to an ordinary phone call clarifies the users’ requests and can encourage customers to stay on the automated bot to reach a satisfactory resolution.
More Info: http://www.speechtek.com/2019/default.aspx