How to Use Deloitte's Smart Call Script Application for Creating Call Scripts for Call Centers Operations

נכתב על ידי ליאור לביא, עודכן בתאריך 25/10/2023

This blog post is about a product we are developing at Deloitte Digital, called Smart Call Script, which is used to manage and view call scripts for call centers. During the last year I had the wonderful opportunity of taking a big part in its development and I believe it can provide great value for call centers across industries.

At the bottom of this page, you will find my team's contact information, for scheduling a demo.

We'll be very excited to hear from you! 😊

The Issue at Hand

One the biggest issues call centers are currently addressing is the inability to provide high quality service to their customers due to high employee turnover.

The company you work for has a great product or service to offer, but when your customers are reaching for you, they are met with a call center that is usually staffed with employees that have little time on the job, don't know your product or service very well and therefor unable to provide your customers with high quality service. The problem aggregates when those employees spend relatively short time on the job before leaving and being replaced with new, unskilled labor, who are likely to leave after a short time as well, and so the cycle repeats.

So how do we solve this problem? How to we insure high level of service while at the same time employing staff members with little to no experience with our products or service? We look at McDonald's for inspiration of course! 🍔🍟

Think about it for a moment. McDonald's is a multi-national corporation, worth hundreds of billions of dollars, and this whole huge operation is run, at the restaurant level, by a bunch of teenagers! The reason McDonald's can base it whole business on an unskilled labor and still provide its well-known level of service in each and every one of its restaurants is because it implements an extremely precise and detailed work procedures. Each and every McDonald's employee knows exactly what he or she should do to complete his or her job, step-by-step, and how to react to different scenarios.

In the world of call centers, those work procedures are called call scripts. The problem is most of the time those scripts are not sophisticated enough to handle the variety of scenarios the call center's staff are handling. This is where Deloitte Digital's products team latest development enter the picture, the Smart Call Script!

Smart Call Script, Pleasure to Meet You!

Smart Call Script is an AI integrated smart decisions tree, that help your call center representative proceed, question by question, alongside the custom, towards the solution or service it requires.

Smart Call Script Preview

A simple example of a use case for Smart Call Script is helping a client calling the support center of an internet service provider complaining he's Wi-Fi keeps disconnecting. The call center representative chooses the relevant script for Wi-Fi issues and starts progressing alongside the client, by asking him guided questions from the script's decision tree and navigating it, until reaching the proper solution. At which point, the representative can guide the customer how to solve the issue over the phone, or simply send him the solution guide via email directly.

Advance Features

Smart Call Script has a host of advance features to help both its administrators and end-users provide the best service possible.

Filtering scripts' list using keywords - Smart call script can show only scripts relevant to the case being handled based on pre-defined keywords for specific fields.
AI based dynamic scripts' list filtering - Using a advance natural language processing (NLP), Smart Call Script can categorize records and display only the scripts relevant to them.
Knowledge articles support - Already using Salesforce's knowledge articles? That is great! With Smart Call Script you can import and display all your knowledge articles directly inside your script's decision tree, so your staff can utilize them when and where they are needed.
Decision tree editing by administrators directly from the user interface - Users with the Smart Call Script Admin permissions set can edit the decision tree using an intuitive and easy-to-use drag and drop interface. The editing interface allows users to create new scripts, decision trees and content units, change their location within the tree hierarchy and order them internally.
Sending manuals and user guides to clients directly from the decision tree - Decisions in Smart Call Script can include detailed instructions as to how to solve various issues. Those instructions can be sent directly to the client on the case via email from the decision itself.
Running flows directly from the decision tree - Smart Call Script users can run flows directly from the decision tree to complete business processes.
Listening over message channels - Listening to a specific channel over Lightning Message Service enable Smart Call Script to display only the script that were sent over this channel so that the scripts' list available to the user can be set from different sources such as screen flows, Visualforce pages and LWCs.