With Kaisa, you can set up a workflow for predictive call routing. This feature is built on automated routing rules (called Segments) and can efficiently and methodically replace the IVR solutions that can often cause leads to abandon a call before connecting to an actual person.
Unlike the IVR systems, these routing rules are set up based on the caller's digital context and therefore provide the opportunity for the calls to be prioritised, depending on their potential value. You can read more about the different use cases and benefits of Predictive Routing here.
And how to set it up? There are 2 main steps to follow - to create segments and then rules and criteria. The segments will help determine how to differentiate incoming calls based on the established criteria, in order to be able to answer callers' requests in the most optimal way and meet or even exceed their expectations.
1) SETTING UP SEGMENTS
Log in to Kaisa and open the Segments tab. Forgot your password?
You can create a new segment by clicking the blue plus button in the top right corner. Then you have to introduce the segment name (and description if needed) and simply click ADD.
This action will take you to the segment set up where the first step is to create a specific criterion for this segment. You can add one or more criteria, depending on how specific you want the segment to be. The different types of criteria/attributes available on our platform are described here.
If you would want to assign leads, that were scrolling through your website and then called from a tab for one specific topic or product, to a specific department or agent, you could create for example a segment with a criterion like the one below. Don't forget to click on Save changes!
For this case, you could choose any keyword that would be included in a specific URL, and then all calls that came from such page would be included in this segment. Please keep in mind that the system checks exactly for what you add to the specification, so be careful about using accents or symbols that would not match the URL correctly.
As you can see in the screenshot above, there is also a visual evaluator available that calculates how many percents of your past calls would be included in the segment (it takes into account the calls from the past 4 weeks).
2) SETTING UP PREDICTIVE ROUTING AND ITS RULES
Let's say that now you want those calls to be connected to a specific department or agent who could the most efficiently help the callers with their requests. Then you have to set up the rule for this segment in the Predictive Routing workflow in the dashboard as in the example below:
Go to the Workflows tab, search for Predictive Routing and then click on the request button (This only needs to be done once and only if it is not done before). This will send a ticket to our support team that will enable the workflow for you as soon as possible. Note that your agreement must include this workflow in order for you to use it.
As soon as you receive an email saying that the workflow has been enabled you can go to the workflows site again and click on setup to add a specific Rule.
In the example mentioned before, we created a segment called 'Test segment 1', filtering on URLs that include a specific 'keyword'. Now if we want to assign the calls under this segment to a specific phone number, we have to create the Rule. You don’t have to fill in a phone number, and if you don’t, we use the phone number that the caller tried to reach initially.
Please note that when connecting the call to a specific agent or phone number, it should be one without an IVR or queuing, as you will be given a choice to accept the call.
You can also create a user in the sub-account settings, or even a group of users (for example for all call centre agents), and assign the calls to that specific user/group.
Then you just click on SAVE & ACTIVATE to start routing calls.
If you include multiple rules, then the system will check and validate them from top to bottom. It will first check if the first rule is respected and if it is the case, then applies it. If not, it checks the next rule until it finds a rule that is respected in that concrete case.
If none of the rules can be applied, then the call will be routed to the default destination. But alternatively, it is possible to create an 'All data' segment, that catches all calls. If this rule is the last one in the list, then it will be applied instead of the default routing.
To create an 'All data' segment including all incoming calls, simply create a new one without adding any criteria to it. Then don't forget to set up a rule in the recipe for it, in order to know where to route all those calls in case no previous rule can be applied.
You can then create as many segments and rules as needed, depending on the specific case and needs.
If you need any help with figuring out how to best set it up, please don't hesitate to contact your CSM or the support team.