Bot-First Call Wait Messages

What is it?

A message that greets callers and recommends they start their support journey with the bot.

Preparation

• Identify a phone system (CMS/UCaaS) admin that can change call wait messages
• Modify the Example Intro Message below to suit your needs.
• Use a text-to-speech solution in your phone system or pre-record the message and configure it to play when users call the help desk.

Example Intro Message

“Thanks for calling the enterprise help desk. You now have 24/7 access to {bot name}, our AI IT help bot. We kindly request that you start all help desk inquiries there. You can find the bot in {chat platform}. The bot can help you with everything IT and do so faster than waiting on this phone line. Whether you are calling to reset a password, request software or hardware, {etc}, it can help you right away. And if you still want to get the attention of an agent just say to the bot ‘file a ticket’, explain your situation, and we’ll take it from there. Have you tried the bot yet? If not, hang up and please start there. Chat with the bot just like you would an agent. It may not always understand you the first time, but it’s always learning, so try rephrasing your request a few times if necessary. The more you talk to it, the smarter it gets for everyone. If you’ve already tried the bot, please have your ticket number ready, stay on the line and our next available agent will assist you. The current wait time is {long time}.”