Project Name

Implemented the Voice AI Assistant, Vapi for Complaint Handling and Repair Scheduling

Industry
HVAC
Technology
GEN AI

Overview

Our client ran an HVAC company and provided a workflow design for managing inbound calls. They approached us to streamline the inbound call management using a Voice AI assistant. The assistant should verify the caller’s name and match their address and phone number with existing records in the database. If data is not found in the database, the system needs to create a new record. After verification, the assistant will schedule an appointment or escalate the call to a representative in case of discrepancies.

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Challenges

The client was facing multiple issues while using their Voice AI assistant. Their primary challenge was relying on human agents for routine responses and scheduling tasks. They approached us to get a solution for the following key challenges:-

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  • Multiple Records per Caller: The database contained multiple records for the same caller, which made it challenging for the assistant to confirm the correct contact details or address.
  • Unclear Caller Responses: Subjective or vague responses from callers made it difficult to complete the verification process.
  • Multiple Address Conflicts: Callers with multiple addresses required extra clarification to identify their current location accurately.
  • Errors in Data Entry: Capturing new customer information, such as complex names, addresses, or email addresses, required a high degree of precision that led to frequent inaccuracies.
  • Voice Assistant Clarity: Spelling out details for validation was often confusing because the assistant's sound was not clear or too fast for callers to understand and follow.

Our Solution

We have implemented the Voice AI Assistant Vapi to address all the above challenges. With this, our team provided the following solutions: To know how Vapi works, Listen to the audio

  • Scenario-Based Handling: Designed a branched workflow with concise, intuitive prompts to address various scenarios and reduce confusion.
  • Optimized Multi-Record Verification: Implemented a robust system to handle cases with multiple contact or address records tied to a single phone number, ensuring accurate selection and verification.
  • Improved Prompt Design: Modified prompts to ensure accurate data entry during record creation. While issues with spelling validation still occurred, ongoing improvements were in progress to resolve them entirely.
  • Caller-Friendly Interactions: Adjusted the assistant's speech patterns to improve clarity and ensured callers could easily understand and respond.
  • Caller-Centric Interactions: Refined the assistant's speech patterns for greater clarity and ease of comprehension, allowing callers to respond accurately and confidently.
Results
After implementing our solution, agents were able to focus on more complex services and on fixing the HVAC. By implementing our Voice AI Assistant (Vapi), client improved their operational efficiency, reduced manual intervention, and ensured accurate data management for scheduling and follow-ups. It has significantly improved their capacity to manage inbound calls effectively to deliver a seamless and enhanced customer experience. The solution empowers the client to automate key operational processes, including:
  • Appointment Scheduling: Streamlined the booking process for greater convenience.
  • Task and Ticket Creation: Automatic tasks and ticket generation eliminate the issues raised during calls.
  • Operational Efficiency: Reducing human intervention to enhance workflow efficiency and productivity.

Data Flow Diagram

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Conclusion

The implementation of the Voice AI Assistant Vapi effectively addressed the client’s challenges by introducing robust data verification, and improved interaction design. These enhancements streamlined operations, reduced errors, and fostered seamless, caller-friendly experiences. The solution not only optimized efficiency but also set the foundation for ongoing refinements, ensuring long-term value and customer satisfaction.

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