Billing questions

Customers with queries about their bill are one of the top drivers for telecommunications. Therefore, having a billing questions component to any bot will reduce friction by keeping information in the conversation rather than sending the customer to website FAQs, a ‘MyAccount’ page or having to speak to an agent.

Billing Questions Flow

When using a billing questions flow within your bot, it’s best practice to gain customer authentication or verify the customer details before providing any details about a bill. Some of these verification methods could include the following:

• First and Last name
• Email Address 
• Telephone number
• + more…

You will also need to have an API call available to retrieve the details of the customer’s bill from a CRM to provide relevant information back to the customer - this could be by providing some of the following information:

• View Bill
• Bill History
• Breakdown of the bill
• Details of Charges
• Bill changes

It’s also good to have frequently asked questions as statements or using KnowledgeAI within the flow that can be used either before or after the customer is authenticated or verified. This means that the flow can give you ‘quick wins’ for containing conversations.

It's also best practice to use custom events to measure resolution x abandonment rate which will give confirmation of real containment within the flow.

Design

This is a typical design for a billing questions flow within a bot:

Outcomes

By using a billing questions flow within your bot, you could see the following metrics:

• Containment rate of up to 12%
• Match rates: 80-90%

When customers are disputing charges and understanding charges, this usually requires human support.