MediaExpert Voicebot

Challenge

Media Expert, one of the biggest retailers of consumer electronics and home appliances in Poland, was looking for a voice solution to automate their customer support process related to order status. Yosh.AI created a Voice Assistant for the Polish market that handles order status updates. 

Solution

The conversation flow designed allows customers to receive their order status update and ask follow up questions. The conversation flow deviates as conversation deviates, with customers being able to jump straight to the questions they have. Automatic phone recognition built into the bot speeds up the process, improving the customer experience. 

The agent was built with the use of Dialogflow ES with business logic built in Dialogflow itself as well as using a webhook for more custom flows and external API calls. Webhooks are hosted on Cloud Run service, but to make secure connection to our client API, we use Static external IP address that requires VPC and a Serverless Connector.

Result

Our voice solution for Media Expert went live in October 2021. 

Ever since the launch, Media Expert can boast a remarkably low rate of calls transferred to customer support line, significantly lowering its traffic.

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