Flow Call Deflection scenarios

Through Flow Call Deflection you can re-route the calls to different self-service systems or digital channels automatically based on specific customer requests. Call deflection helps to reduce the number of calls and optimize the bandwidth of the agents in contact centres, help desks or other areas of business for critical inbound inquiries. Khoros Flow supports call deflection for different scenarios.

This article explains the different scenarios to deflect calls that are supported by Khoros. You can either use a Pre-call deflection or an In-call deflection based on the scenarios.

Pre-call Deflection

Pre-call deflection guides the customers to a messaging channel for inquiries before making a call. There are different ways this can be achieved:

1. You can offer a digital messaging system at the entry points.
   For example, Apple Business Chat supports a feature called Chat Suggest that detects when an iOS user is about to place a call and gives the option to message instead. Google also offers a similar capability that suggests the customers use Google Business Messaging which is tied into the Google search and Maps apps.
2. You can offer different entry points on existing customer touchpoints to engage using messaging.
   For example, you can provide a Message Us option on the contact web page.
3. You can disable the call system and exclusively offer digital messaging as the communication channel.

Pre-requisites

To implement the Pre-call deflection you need an established digital messaging channel for customer support. It should be aligned with your business’s channel strategy or customer journey for optimal results.

• Determine messaging channels and entry points
• Add messaging options at entry points

Supported channels

• Apple messages (iOS and Mac)
• Google search (Android)
• Google Maps (Android + iOS)
• Website/ app

In-call deflection

With In-call deflection, you can deflect the customer’s call to messaging channels when they try to place a call. For example:

1. With every inbound call, you can play a message using an Interactive Voice Response (IVR) with the expected wait time and an alternative communication channel.
2. If a customer chooses the option to engage using messaging, send a message, and disconnect the call.
   In-call deflection can be done at any moment during an ongoing call:

For every call: The most optimal way to achieve in-call deflection is by sending a message as a deflect option with every new call.

• Based on use cases: You can provide deflect messages through the IVR system for different use cases. For example, financial companies can only support customers using phone calls for specific processes. In this situation, the call-deflect option can be offered at a deeper level in the IVR tree.
• Based on business hours: If the agents are unavailable you can provide an async messaging system as an alternative communication option. This requires the IVR to be configured as per the business hours or agent availability.
• Based on business rules: Like with business hours you can also decide to provide call deflection options based on different business rules. For example:
• During the 48 hours time window for every first call.
• Depending on the inbound phone number (for different timezones).
• Depending on the type of customer (for example, premium customers).
• Khoros Flow is flexible in terms of the use case; when to provide the call deflection option for the customers.

Pre-requisites

To implement In-call deflection the following is necessary:

1. Determine messaging channels
2. Define the use cases to provide deflection
3. Setup and configure an IVR system

For configuring the IVR there are different options or scenarios situations:

• Connecting to existing (legacy) IVR: There are two distinct ways to provide call deflection with existing IVR setups:
  • If the IVR supports API calls you can use APIs to deflect calls.
    Learn more about How to deflect calls to SMS.
  • You can also connect Khoros Flow with IVR using the number or SIP trunk call forwarding option. For this setup, you need to configure and connect the Flow IVR with your existing IVR system.

Using Khoros Flow

Flow supports Smart IVR technology that can be used to design and build an IVR tree with messaging bots. The Flow IVR can be either connected directly to a phone number or by receiving a SIP trunk. Flow leverages Twilio as a hosted SIP trunk solution. You can use the Flow IVR for the following use cases:

• To automate the call deflection using the CX insights
• If your agents have been receiving an increased number of calls on specific topics
• To analyze the valuable information and the nature of the calls

Supported channels

The following channels can be supported for deflection:

• SMS
• WhatsApp
• Through the SMS link:
  • Facebook Messenger
  • Brand messenger
  • Telegram
  • Apple Business Chat
  • Google Business Messaging
  • Community