Call Center (Twilio) FSI Flow

This scenario demonstrates how easily an external system (Twilio in this example) can consume data stored in AEP and send custom experience events. This is yet another source of live-streaming data that will augment the customer profile.

If you get stuck, check the Troubleshooting page.

For this scenario you need Account ID and Sandbox Twilio ID - Check Prerequisites to check how to get this information

For this scenario, it's good to have at least one "finished apply process" in profile history. To do that open your page, start the process, and submit the application.

1 - Credit Cards

2 - Insurance

3 - Saving

4. Enter your ID Number(Type your Account ID Prefix, followed by the Account ID)

The new profile will be created in AEP and the selected action at step 2 will be added as an experience event in the profile.

For example, if your Account ID Prefix is 00999 and your Account Number is 9087663345, the full number you need to enter in this step is 009999087663345.

5. If you select option 1 (Existing customer), type your Account ID Prefix, followed by the profile Account ID. For example, if your Account ID Prefix is 999 and your Account ID is 1234567890, the full number you need to enter in this step is 9991234567890.

6. Enter four-digit PIN.

7. If the profile with entered Account ID is found, Twilio will fetch profile data and you should hear a welcome message with the profile's first name. For example: "Hello John!"

8. You now should be able to choose between different options:

0 - Learn more about the eligible offer

1 - Check account balance

2 - Latest offers

3 - Application status

The selected action will be sent to AEP as an experience event.

9. If you select option 1, you will get info about your account balance. An event about Account balance through the call center will be added to the user profile.

(Always the same value, as AEP can't store those data and information must come from external source)



10. If you select option 2, you will get info about the latest offers. You now should be able to choose between different options:

2 - Insurance

3 - Savings

An event about checking the Latest offers through the call center will be added to the user profile.

11. If you select option 3, you will get info about the application status. An event about Application status through the call center will be added to the user profile.

12. At the end of the call, you will be asked to provide your call satisfaction rate which will be stored in the user profile as well.

Please contact us at [email protected] or #demo-system-next Slack channel if you'd like to customize this flow.