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primasadmin/***
primasagent/***
AgentID/Extension:
70001: David Anderson
Queue/VDN:
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Make sure your agent or representative is available.
Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
- After scan, you will see the Click to try UI like this:
- After scan, you will see the Click to try UI like this:
- Choose preferred language:
- For Thai, press 1.
- For English, press 2.
- For Vietnamese, press 3.
Press 1 for the Car Insurance IVR
- The IVR details
IVR: Thank you for calling [Company Name]. I'm here to help you register for new car insurance. To give you the best options, please share the type and model of your car.
Customer: I want to coverage for my Sedan car (or say Sedan car)IVR: Please share your car type
Customer: Sedan CarIVR: Please share the make and model of your car?
Customer: Honda AccordIVR: What is the model year of your car?
Customer: 2022IVR: Please tell me about your accident history. You can reply with 'no' if you don't have any.
Customer: No
IVR: You're looking for coverage options for your [car_model]. Let me connect you with a representative to help you finalize your purchase.IVR: For verification purposes, please enter your zip code.
Customer: 12345IVR: What is your date of birth?
Customer: June 18, 1996
IVR: Please allow us to forward the call to an agent for the convenience of service. Please wait a moment.
- The IVR details
- At the end of IVR, the system will transfer your call to an agent or representative (make sure your agent or representative is available).
- If the agent is available, you can see the popup in your browser.
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- Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
- Choose preferred language:
- For Thai, press 1.
- For English, press 2.
- For Vietnamese, press 3.
Press 2 for the Payment self-service
- The Payment self-service IVR details.
IVR: How can I help you today? You can say something like make payments, postpone payment dates, check your balance, or press 0 for further assistance.
Customer: Reply one of make payment, postpone payment dates or check my balance
IVR: Before we proceed, I would like to ask you to verify your identity for security reasons. Please state the last four digits of your account number.
Customer: 2345
IVR: Please confirm your birth datebirthday
Customer: July 10, 1999
IVR: Your information has been verified.
Case 1: make payment
IVR: Your payment is 1,234 due on November 14, 2024. Would you like to pay now?
Customer: yes
IVR: Can I pay 1,234 from the payment method linked to your account ending in 2345?
Customer: yes
Case 2: postpone payment dates
IVR: I see your next payment is due on [date].
IVR: When would you like to postpone your payment? You can choose a date within the next 7 days.
Customer: next 2 days
IVR: Your payment has been postponed to [new_date].
Case 3: check balance
IVR: Your current balance is 0.
Case 4: press 0
IVR: Please wait a moment while we connect your call.
- The Payment self-service IVR details.
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Scenario 5: Customer Interaction Journey
- Step1: Chat Session
- Search contact @834qsjxd or scan LINE QR code
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Customer: I'll call later
- Step 2: 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 contacting us. We see that you have recently explored your car insurance options with our online assistant. Would you like us to continue where you left off?
Customer: yes
IVR: You're looking for coverage options for your [car_model]. Let me connect you with a representative to help you finalize your purchase.
IVR: For verification purposes, please enter your zip code.
Customer: 12345
IVR: What is your date of birth?
Customer: Jun 18, 1996
IVR: Please allow us to forward the call to an agent for the convenience of service. Please wait a moment.
Then, the system will transfer to an agent.
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