Automated Call Center Agent

AUTOMATED CALL ORDERING

Currently, customers can use IVR to order a taxi for pickup right away. The system will eventually enable a caller to schedule future rides.

IVR uses Caller ID to retrieve VIP customers’ dispatch history to provide a list of possible pickup addresses from which callers can select. If the address is a new one, IVR will ask if the caller would like to speak to a customer service agent./p>

AUTOMATED CALL OUT FEATURE

IVR will also make calls to customers (callouts). Drivers press a Callout button to initiate a call to the customer. They do this when they are at the pickup point, and do not see anyone waiting for them. Callouts are also done at the request of customers who want to get a call when the driver has arrived.

If you get one of these calls, you will hear IVR say:

“Your vehicle is getting close. To confirm your trip, please press 1. To cancel your trip or speak with the next available agent, please press 0.”

If, for some reason, the driver is NOT there, press “0,” tell an agent, and the trip will be re-dispatched to another driver.

CUSTOMERS CAN CHECK STATUS OF ORDERS

For orders that are in the system, a user can call in and get the number of the taxi assigned to them, which is a confirmation that the job has been dispatched. If it has not been dispatched, they will be connected to a customer service agent.