The Voice Messages feature is a convenient way for customers to report issues they encounter with machines via phone calls. This system automatically processes the voice messages, extracts key details, and provides operators with actionable options.
Key Features of the Voice Messages System
Automatic Caller Recognition:
When a customer calls in, the system attempts to match the caller’s phone number with an existing customer record. This reduces the need for manual customer lookups and speeds up response times.Equipment Information Retrieval:
If the customer provides relevant machine information (such as the machine's asset or tag ID), the system links this to the corresponding machine record. Operators can view the machine's details, such as its type, location, and asset ID, in the dashboard.Transcription & Language Support:
All voice messages are automatically transcribed into English, regardless of the language spoken by the customer. This transcription appears in the dashboard, allowing operators to quickly review the message content. In addition to the transcription, a summary of the message is auto-generated to provide a concise overview of the issue.Operator Actions: After reviewing a message, operators can take several actions directly from the voice message:
Create a Help Request: If the issue requires further investigation or assistance, operators can log a help request.
Create a Refund Request: If a refund is necessary (e.g., a machine malfunctioned), operators can immediately create and process a refund.
Send a Request Link: If additional information is needed from the customer, operators can send out a request link. The customer can then provide more details through this link.
Archive or Delete Messages: Once a message has been handled, it can be archived or deleted for better organization.
Control and Configuration:
Enable/Disable Voice Messages: Operators can easily toggle the collection of voice messages. If turned off, customers will no longer be able to leave messages.
Configuration Settings: Operators can customize the message experience for customers by:
Changing the message prompt played to callers.
Selecting or changing the narrator’s voice.
Uploading custom audio files to be played when a customer calls in.
How to Manage Voice Messages:
View the Voice Messages Tab: From the main dashboard, select the "Voice Messages" tab to view all incoming messages. Messages are categorized into:
Unread: New messages not yet reviewed.
Read: Messages that have been opened and reviewed.
Archived: Messages that have been processed or are no longer active.
Details and Caller Information: For each message, operators can access both the full transcription and equipment information (if provided). This helps operators take immediate and accurate actions without requiring back-and-forth with the customer.
Customization Options:
Changing Voice Settings: Operators can customize the caller's experience by modifying the voice prompt that customers hear when they call. The system allows changing the narrator's voice or uploading a custom message.
Disabling Voice Messages: When disabled, no further voice messages will be collected, though existing messages will remain accessible for review.