![opensource callcenter opensource callcenter](https://www.goautodial.org/attachments/download/17474/cf2.png)
Say "I'm sorry, I didn't understand your input."
![opensource callcenter opensource callcenter](https://www.asterisk.org/wp-content/uploads/header-callcenter-1.jpg)
Say "If you would like to insure your car or motorcycle, say \"car\"." Say "If you would like to insure your appartment, house or farm, say \"home\"." Say "What would you like to get insured?" This time we don't need to authentify the user, but we do need to qualify the type of policy they are interested in, to redirect them to a different agent depending on whether they need to insure their car or their home, for example. Let's do exactly this in this final flow, called SubscribePolicy. In callbots, there is often a need to redirect a user to a human agent if they reach a certain high-value or sensitive point in the conversation: for example an opportunity to sell a new insurance policy. Goto end Redirecting the User to a Live Agent Let the user know what type of policy they want to open a case with For example, if the same customer has both a home insurance policy and a car insurance policy, this is where we would ask them to select the policy: select_policy: Then, we can let them select the policy they want to create the case in. We can then retrieve their customer information with a custom connector to our CRM software, that we created in advance as a simple node.js function called "my_custom_CRM". Say "I'm sorry, it seems that you are not registered in our systems. For this example, let's just imagine that everything is fine! you can for example reject the call here. If the customer does not exist or the phone number doesn't match, Remember customer = Fn("my_custom_CRM", action="get_customer", customer_id=event) This needs to be adapted to your actual use case! Run a query to retrieve the customer information from your CRM. Say "To authenticate your call, please enter your customer number." Make sure that we have the right customer In a real-life use case, we would probably ask them to provide a passcode for security, but this should be fine for demonstration purposes. In this flow, we first need to make sure that we have the customer on record by asking them to input their customer_id on the keyboard. To make things easier to read, we are going to create a new, dedicated flow, called CreateCase.
![opensource callcenter opensource callcenter](https://jroliva.files.wordpress.com/2014/01/zimbra.jpeg)
The first option is to create a new case. Say "I'm sorry, I did not understand your input!"ĭepending on what the user typed, this will redirect them to any of the available flows, or ask the same thing again until the user chooses a valid action. User typed or said something else, let's ask again Say "To subscribe to a new policy, press 3." Say "To get information about an existing case, press 2." In ou flow, we will create a first step to do just that: start: The first thing to do is help triage the various types of requests.
#Opensource callcenter full
At the end of the blog post, I will share the full code for this chatbot so that you can modify it for your own use case! Triage These are simple use cases that can be applied to other types of businesses. speak to an agent to subscribe to a new insurance policy.In this example, we are going to create a simple callbot for an imaginary insurance company. (note: for testing purposes, you can even skip step 1 of the Twilio setup part, and only use the TwiML simulator). The process to connect it to CSML Studio is quite simple and is detailed in this documentation. We will also assume that you have already purchased a phone number on Twilio. In this blog post we will use CSML Studio, CSML's online development environment, but you could also deploy it yourself on your own servers! We will use the open-source CSML programming language to develop the business logic of the chatbot.
#Opensource callcenter how to
In this article, I'm going to show you how to create a call center from scratch in a few minutes, using just a phone number from Twilio and open-source technologies! Prerequisites Call centers are notoriously so expensive and hard to setup that they seem inaccessible to smaller businesses, and sometimes also for larger firms.