Intelligent Scripting
Intelligent Diagnostics is about providing better Customer Service. We’ve all been frustrated by organisations, asking for the same information each time we contact them. How much more embarrassing is that, if we have been a customer for many years?
Intelligent Scripting – A definition
Instead of customer service advisors asking questions that the organisation should know the answers to:
“What kind of heating do you have – is it gas, or electric?”
“And do you have any disabilities, or are you feeling vulnerable?”
Intelligent Diagnostics allows your staff to add some ‘smarts’ into their diagnostic scripts by automatically looking up extra information about the tenancy. Which means that your advisors can have better conversations:
“I can see that you have gas central heating, and it’s a Worcester Greenstar Combi Boiler. We’ll get the repair carried out by the end of the week.”
Better still, without asking any embarrassing questions, the advisor can add notes for the repair providers:
“Tenant has mobility & hearing issues: Knock loudly, & wait patiently”.
Intelligent Scripting needs Information
To bring intelligence to your diagnostics, Keyfax looks up the information from other databases, within your organisation. Alternatively, when your Housing Management or CRM system launches Keyfax, it sends all the extra information to Keyfax at start-up.
Keyfax can look up any kind of information (e.g. when the customers windows are scheduled for replacement). Then present this message for the advisor, if the tenant requests a repair within a few months of that date.
“There’s no need to raise this repair, because your windows are due to be replaced next month.”
Additionally, there is no limit to how many different responses that you can build into the diagnostic logic. In fact, the more cases the diagnostic can handle, the more intelligent they are. In other words, they can be as sophisticated as you need. You can even change the logical flow of a diagnostic, based on the contents of a infomation Keyfax has looked up.
How else can Intelligent Diagnostics help?
One Keyfax customer uses intelligent diagnostics to look-up missing customer’s mobile phone numbers. At the end of every incoming call, advisors ask if the tenant is happy to share their mobile number. Then, the Housing Association can provide improved services through SMS messages on everything from repairs visits, to rent balances. But, it starts with intelligent diagnostics looking to see if the customer has already provided their number.
Selecting a different set of scripts
Because the customer’s details are passed into Keyfax, through a start-up databox, Keyfax can check the caller’s tenancy status. If they’re a leaseholder, with different repair responsibilities, then Keyfax selects an alternative set of scripts to assist them.
Similarly, several Keyfax customers have Out of Hours teams, who provide a reduced repairs service. Because the service is different, so are the Keyfax repairs diagnostics. Keyfax intelligent diagnostics checks the time that it’s launched. After 5:30 it presents the user with the Out of Hours diagnostic set.
The Keyfax Suite – Always Adding Intelligence
Intelligent Diagnostics is widely used in Keyfax Repairs and Enquiries Diagnostics. But it can also be used in the online tenant self-service products, Self Service Repairs and Self Service Enquiries too. So, intelligent diagnostics really does help to provide your tenants with improved customer service. Please call us or request a demonstration – we’re happy to help.
Benefits of using Intelligent Scripting
