Introduction
Have you ever thought about how you can reduce the workload of your employees and still achieve a high level of customer satisfaction?
Self services are the answer! These help you automate processes and enable customer service even out of normal hours.
As an example, we show you how to build a self service application for recording electricity meter readings!
Neccesary prompts
First of all, the necessary prompts must be created.
The following table shows the prompts required.
| Prompt | Contents |
|---|---|
| Welcome | Welcome to your energy provider! This automatic service allows you to provide us with your current meter reading. |
| Input Meter Number | Please enter your meter number |
| Input Meter Number Error | We couldn't find your meter number. Please wait one moment, we will connect you to the next available agent. |
| Current Meter Reading | Please enter your current meter reading in single digits. |
| Repeat Current Meter Reading | The current meter reading is |
| Confirm Meter Reading Menu | If the meter reading is correct please press 1, otherwise press 9 to enter the reading again. |
| Thank You Goodbye | We have recorded your current meter reading. Thank you for using our service and goodbye. |
TTS
You can create the prompts quickly and easily using a TTS engine if you have subscribed to our TTS service. This is shown in the screenshot below.
List
A list is used to check the meter numbers and store the results.
The list is pre-loaded with all existing meter numbers. This can, for example, be manually loaded into the system, or imported using an FTP job.
The results in the list list could be automatically processed by exporting the list to an FTP server.
The fields in the list are as follows:
| Field | Meaning | Comments |
|---|---|---|
| Field 1 | Meter Number | This is the only field which contains data when the meter numbers are loaded into the system. |
| Field 2 | Meter Reading | This field only contains a value, if a meter reading has been made using the automated service. |
| Field 3 | Date of Meter Reading | This field only contains a value, if a meter reading has been made using the automated service. |
| Field 4 | Time of Meter Reading | This field only contains a value, if a meter reading has been made using the automated service. |
This is shown in the screenshot below.
Possible Call-Flow for the Self Service
Explanation of the Objects Used
Enter Meter Number
This uses an Input Digits DTMF object to ask the customer to enter the meter number.
The counter number can only be entered after the beep because the check mark behind the field Beep is set.
Barge-In means that this announcement does not have to be listened to completely, but can be interrupted.
The minimum and maximum number of digits can be used for a plausibility check, for example, if the meter number may have a maximum of 10 digits.
Further explanations can be found in the WIKI under the following link:
Input Digits DTMF - jtel Portal WIKI - jtel Public WIKI
2. Object List Lookup - This object checks the input of the meter number ($input) against the entries in the Self Service Meter Reading list.
This object has two outputs.
Found - the input of the meter number was compared with the list and the meter number was found.
Not found - the input was compared with the list and not found. In this case, no Self Service can be performed and the caller is connected to a staff member in our example with the indication that the meter number was not found.
Further explanations can be found in the WIKI under the following link. following link:
List Lookup - jtel Portal WIKI - jtel Public WIKI
3. Objekt Declare variable - Saving the entered meter number in the variable meter number, whereby the caller's input is in the variable $input and is therefore used as the initial value.
Further explanations can be found in the WIKI under the following link. following link:
Declare Variable - jtel Portal WIKI - jtel Public WIKI
4. Object Play voice in combination with the object Output Variable
Further explanations can be found in the WIKI under the following link. following link:
Play Voice - jtel Portal WIKI - jtel Public WIKI
To play the input back to the caller, an announcement is played that reads out the variable counter reading.
Further explanations can be found in the WIKI under the following link. following link:
Play Variable - jtel Portal WIKI - jtel Public WIKI
5. Object Input Menu DTMF
This object is used to confirm that the counter reading was entered correctly by pressing selection 1 or to repeat the entry by pressing any other selection.
Further explanations can be found in the WIKI under the following link. following link:
Input Menu DTMF - jtel Portal WIKI - jtel Public WIKI
6. Object Jump to Target
This object is used to jump to a defined point in the routing. In our example, to the target object Input meter reading.
Further explanations can be found in the WIKI under the following link. following link:
Jump to Target - jtel Portal WIKI - jtel Public WIKI
7. Object target oject
A target object is defined when the routing becomes complex and the arrows between the objects are no longer comprehensible at first glance.
Further explanations can be found in the WIKI under the following link. following link:
Target - jtel Portal WIKI - jtel Public WIKI
8. Object Log Entry
Durch die Nutzung dieses Objektes wird ein Logeintrag im Callog erzeugt und die Fehleranalyse erleichtert.
Further explanations can be found in the WIKI under the following link. following link: