Project Name

How Ksolves Helped in Implementing Vapi Voice AI Assistant for Complaint Handling & Repair Scheduling

Industry

HVAC

Technology

GEN AI

Overview

Our client, an HVAC company, sought to optimize their inbound call management process using a Voice AI assistant. They provided a workflow design aimed at streamlining customer interactions. The AI assistant was tasked with verifying the caller’s name and matching their address and phone number with existing records in the database. The system would automatically create a no record if no records were found. Once verification was complete, the assistant would schedule an appointment or escalate the call to a representative in case of discrepancies, ensuring a seamless and efficient customer experience.

Key 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:-

Multiple Records per Caller: The database contained numerous 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 challenging 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 unclear 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: The assistant's speech patterns were adjusted to improve clarity and ensure that 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.

Impact

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

Conclusion

Implementing 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 optimized efficiency and set the foundation for ongoing refinements, ensuring long-term value and customer satisfaction.