Example Use Case
A 50 seat hotel reserveration customer service call
centre currently handles a huge volume of incoming phone calls. Customers call in to book a
room, change or cancel their booking, ask about hotel facilities
Customer calls in to book a hotel room, existing
IVR routes call to IntelliAgent. IntelliAgent confirms the customer wants to book a room,
establishes key information such as which hotel, what dates, what room type etc from
conversation with the customer and by checking availability on the hotel's property
Booking agreed and entered onto the system. Email and or SMS sent to the customer by
IntelliAgent confirming booking. Payment taken either during the call or payment link sent
via email or SMS.
IntelliAgent also trained to deal with cancellations and FAQs, both routed to the agent via
the existing IVR.
Having trained IntelliAgent to take bookings,
handle cancellations and answer FAQs like 'what time is check in', IntelliAgent is now doing
most things that people are calling in for. Now is the time to roll out IntelliAgent as the
'front end' to the contact centre.
IntelliAgent answers all the calls and immediately deals with the ones it can (which by now
are most of the calls). Some calls are still handled by humans – for example more complex
bookings for golf and spa treatments, group bookings or conferences.
If the call is one that you want humans to deal with, IntelliAgent will pass the call on to
the contact centre team to deal with.