Plan or service information
Customers with queries about their plan, their service information or what plan they could have are one of the top drivers for telecommunications. Therefore, having a plan or service information 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.
Plan/Service Information Flow
When providing plan information within your bot, it’s best practice to gain customer authentication or verify the customer details before providing any details about their plan. Some of these verification methods could include the following:
- First and Last name
- Email Address
- Telephone number
- + more…
When providing service information, you might not need to authenticate or verify the customer as the details of service might already be available on the publicly available website.
You will also need to have an API call available to retrieve the details of the customer’s plan from a CRM to provide relevant information back to the customer - this could be by providing some of the following information:
- Plan Details
- Payment Details
- Current Personalised Offers
- Available Upgrades
- + more…
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 an plan/service information flow within a bot:
