FAQs (Call Automation)

Almost 35% of the calls can be automated using FAQs option.

You can define set of keywords and a corresponding audio or text. If a text is used, system will automatically convert into speech.

Callers will be first prompted (configurable) with "Please state the reason why you are calling in one or two words. I will look up an answer for you."

Keyword can be present anywhere in the utterance such as "I have a question about my recent billing" or "Billing issue" or "Send me to billing department". In this case, audio file corresponding to keyword "billing" is played back to the caller.

This is a very powerful feature available only in very high end systems.