Page 24 - Grand Travel - Demo Prototype-RayD
P. 24
Grand Travel Demo
Salesforce should then refresh to display the case associated with the customer’s account, and
all the details about the down payment, the payment balance paid using the VUI, the case ID
and details of the trip will be in the case.
Agent Assistance on Call
“The music indicates that the caller is on hold waiting for an agent. Let’s put the agent into
Available mode. Once available, the agent’s dial-to number will be dialed and connected first,
after which the customer will be diverted to the agent. We are now on an active call.”
(You can mention that extensions can be configured to auto-answer, it was set to manual for
purposes of the demo).
“You’ll notice that a Salesforce screen pop displays the customer’s case information, as they
were identified during the VUI interaction, and all the details including updated payment
information as well as details of the package are available for the agent to continue the
discussion with the customer (i.e. continuing the customer journey).”
Author: Alain Mowad Page 24 of 73
