Prior Calls and Service Tickets
Cara will automatically match the phone number to the last call Cara had pulling in the summary of that prior call. In addition, if there are open service requests then Cara will have those available to reference with the customer. If this information is available it will change Cara’s behavior:- Greeting: If using the <customer_name> tag in your Intro line, then Cara will replace the tag with the customer’s name if it is available. Cara will also reference the fact that it is nice to speak with them again.
- Required Info Collection: Cara _will not _typically not attempt to collect the required information again, like name and email, if it is already available from a prior call or the agency management sysgtem (AMS).
- New vs Old Service Requests: Cara will attempt to automatically detect and clarify if the existing request matches a current request. If this is identified then Cara will minimize additional questions asked so the client will not have to repeat themselves but the client can clarify any additional items.
This feature is automatically available in all accounts and is not configurable.
Policy and Account Information
If you have an integration with your agency management system (AMS) then Cara can offer two levels of service regarding policy and account information:- Basic Account Info: Cara will automatically understand basic account information such as the name, contact information, and active policies on a client account. Cara may reference this data when talking to the customer such as clarifying a service request to an existing policy.
- Advanced Policy Questions: If opted-into via the Voice AI settings, Cara will think more deeply about client policy questions such as coverage types, limits, deductibles, and exposure information. If the policy document is available then Cara may also be able to query the document directly to ask more in-depth forms level questions.