Call Center/IVR
Goal
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.
User ID is created automatically once you register for the Luma project. For more details, please follow the Prerequisites before moving forward.
Steps
- Call +1 978 391-2828 This is a US number. Let us know if you'd like us to set up additional regional numbers.
- Wait for the welcome message and type your Sandbox Twilio ID Prefix, followed by the profile User ID.
- If the profile with the entered User ID is found, Twilio will fetch profile data and you should hear a welcome message with the profile's first name. For example: "Welcome John!"
- You now should be able to choose between different options:
1 - Last purchased product tracking
2 - Get info about loyalty status
3 - Get info about loyalty points
The Selected action will be sent to AEP as an experience event.
5. If you select option 1, you will get info about your last purchase. An event about Order Status through the call center will be added to the user profile.
6. If you select option 2, you will get info about your loyalty status (default: Classic). An event about checking loyalty status through the call center will be added to the user profile.
7. If you select option 3, you will get info about your loyalty points. An event about checking loyalty points through the call center will be added to the user profile.
8. 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.
General call center flow:
Twillio implementation
Please contact us at [email protected] or #demo-system-next Slack channel if you'd like to customize this flow.