Call back process from chat

[ArunKumar_S]

Hello,

Need automation ideas to implement a call back process with avaya softphone from a chat tool.

Our chat gets disconnected often with the customers resulting in  a bad customer experience. In order to reach back the customers we need a small automation to call back the customers to reach them quickly.

Please share ideas for the possibilities to run a automation from a training blue prism tool.




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Arun Kumar S
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[JerinJose · Accepted solution]

Hi Arun,

I hope you are getting the customer details at the beginning of the chat experience and storing it somewhere. if there is an event triggered when there is a un graceful disconnect the event can be used as the trigger for initiating the call back using an exposed Blueprism process/ Azure functions.

I'm not familiar with softphone hence not sure how far it can be automated


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Jerin Jose
Technical Product Owner
EY
Asia/Kolkata
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[ArunKumar_S]

Thank you for the reply, do we have any automation to call the customer back and leave a voice mail that we will reach back shortly.

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Arun Kumar S
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