Schedule service appointment
Customers wanting to schedule appointments for services is a driver for telecommunications. Therefore, having a service appointment component to any bot will reduce friction by keeping information in the conversation rather than sending the customer to website forms, tools or having to speak to an agent.
Service Appointment Flow
When providing a service appointment component 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:
- Plan reference
- First and Last name
- Email Address
- Telephone number
- + more…
You will also need to determine the preferred date for the customer’s appointment and set the expectation up front if the appointments are not available for a certain period of time.
You will then need potentially a number of API calls to check what appointments are available to present back to the customer and confirm the appointment has been booked. If there are disclaimers or details that customers should be aware of, providing these messages is also a must have for customers to be organised for appointments.
Design
This is a typical design for a service appointment flow within a bot:
