Preliminary Intake
Collect information from customers before they speak to a human
Building a Preliminary Intake Voice Agent
Introduction
In complex or highly-regulated businesses, it’s common to require that customers provide information and certain disclosures are stated before the caller can speak to a human agent. Prior to transferring the call to a human agent, a Voice Agent can collect information from the caller, create a ticket, then transfer the call to the appropriate department and provide a screen pop to the human agent.
By building a Voice Agent that can handle the first stages of a caller’s journey, you can reduce wait times and improve customer satisfaction dramatically.
The best part? Your Voice Agent can handle multiple calls at once, ensuring that no caller is left waiting. After hours, your Voice Agent can collect information and create a ticket for the next business day.
Use Case Example
In this example, we’re going to build a Voice Agent that collects information from the caller before transferring the call to a human agent. For this scenario, we’ll be using Zendesk to create a ticket and transfer the call to the appropriate department.
By the end of this guide, you’ll have a fully-functional Voice Agent that will:
Collect information
Your Voice Agent will ask the caller a series of questions to collect information such as their name, phone number, and reason for calling.
Create a ticket
Your Voice Agent will create a ticket in Zendesk with the information collected from the caller. The ticket will include a summary of the call and any relevant details.
Transfer the call
Your Voice Agent will transfer the call to the appropriate department and provide a screen pop to the human agent with the details of the ticket.
Getting Started
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