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Callback – Automated Scheduling for Deferred Contact due to Voice Queue Availability Saturation

"Our clients contact us through the Voice channel, with Lynn's voice integration through phone calls. An automated flow in Lynn checks the availability of executives in Genesys Cloud voice queues; if no availability is found, an automated campaign is scheduled for deferred contact. Redirected interactions retain the record of previously loaded "entities" or variables in self-service and can also display cognitive capabilities in this flow. For example, if our client inquires: "I want to talk to an Operator", the corresponding intention is detected, and Lynn immediately checks the availability in voice queues. If there's no availability, their proactive attention is scheduled based on availability, business hours, or manual campaign execution."

Status: Active.

Complexity: Advanced.

Category: Customer Service

Use Case Description

  • Usability: Incorporation of automated campaign scheduling conditioned by availability with cognitive functions while retaining interaction entities.

  • Expected Outcome: Decrease abandonment rates and waiting times during high-demand periods in human assistance, minimizing waiting anxiety in queues.

Use Case Resolution Method

Solution Description

  1. A self-service flow with proactive capabilities is structured in Lynn's designer, with the ability to manage automated scheduling.

  2. In case of detecting the cognitive intention associated with transferring the conversation to human management, the queue availability is checked, and automated scheduling is implemented with the ability to save the state of variables or entities previously retrieved in self-service (ID, reason for inquiry, etc.)

LYNN Components Involved

  • Messaging Gateway
  • Voice Gateway
  • Cognitive Module
  • Proactive Module
  • Channel Sandbox (for testing)

External Components Involved

  • Chat Engine with voice and chat management capabilities
  • Cognitive Engine

Estimated Number of Hours: 180 hours, referenced if executed by a Lynn Core Certified Developer (LCCD).

Additional Documentation:

Documentation in the Resource Center