Setup Server

Installation: 

•  Primas Core → Tra Huynh 
  •  Configure FQ Duy Do 
•  Web phone(IIS) → Hao Tran Huy 
•  Call Flow v4.2 → Nhat Nguyen  Huy Nguyen 

Setup

•  Agent/Ext/Queue including: Primas + Call Flow (sync)
  •  Agent/Ext → Hao Tran Huy 
  •  Queue → Hao Tran Huy 
•   Agent:
  •  Install web notifier Chrome extension 
  •  Run auto login → Tra Huynh 
•  Customer
  •  QR Code
  •  Real phone number

Inbound Call 

•  Menu → Loi Pham  
  •  Press 1 for Car insurance: Workflow → connect agent → show pop-up
  •  Press 2 for Billing: Self-service → Same as 8x8 Inbound 
  •  Press 3 for Other Support: config offer FQ

SMS 

•  Self-service → Same as 8x8 Inbound 

Chat

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Demo

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•  Workflow → Primas.net AI training → show chat pop up

Demo Info

Webapp: https://asia-cx.primas.cloud/primascx 

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100210: Billing

100211: Other support

QR bot

Inbound

• Call the number 6265219820

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Scenario 5: Customer Interaction Journey

• Chat Session
  • Search contact @834qsjxd on LINE

Customer: Hi

Chat Bot: Hello! How can I assist you today?

Customer: I want to buy insurance for my car

Chat Bot: Great! We offer several car insurance plans. What are you looking for? A coverage for a specific vehicle or just general information?

Customer: coverage

Chat Bot: Got it. To give you the best options, please share the make and model of your car

Customer: Honda Civic 2020

Chat Bot: Ok. You want to buy coverage for your Honda Civic 2020. Please enter your phone number, so we can contact you if needed.

Customer: 6573006632

Chat Bot: Thank you for providing your phone number. Now please enter your email address, which will help us provide you with important updates about your policy.

Customer: khoatd@primas.net

Chat Bot: What is your postal code?

Customer: 70000

Chat Bot: Please tell me about your accident history. You can reply with 'no' if you don't have any

Customer: no

Chat Bot: Based on the information you provided, here are a few coverage options. https://www.heygoody.com/checkinsurance/plan". Would you like to explore these or connect with an agent to finalize the purchase?

Customer: I'll call later

• Call Session
  • Dial to the self-service phone number
  • Choose preferred language:
    • For Thai, press 1.
    • For English, press 2.
    • For Vietnamese, press 3.
  • Press 5 for the Customer Interaction Journey
    
    IVR: Thank you for calling [Insurance Company Name]. We noticed that you were recently exploring car insurance options with our online assistant. We’ll pick up right where you left off.
    
    IVR: For verification purposes, please enter your zip code.
    Customer: 12345
    
    IVR: What is your date of birth?
    Customer: Jun 18, 1996
    
    Then, the system will transfer to an agent
    
    

Scenario 6: Order Detail with Map Data

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