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Getting started with OmniGuide for Operators

What is OmniGuide?

OmniGuide is designed to make you more efficient in your interactions with prospects or visitors on your site. OmniGuide participates in all engagements and will provide you with either a suggested response or a prompt based on a visitor’s questions and statements.

 

Examples

An OmniGuide Response

Visitor: When can I expect to receive a status update on my claim?

Based on the visitor's input OmniGuide suggests the following:

OmniGuide: Newly submitted claims are reviewed within 24-48 hours, so you should be hearing from your adjuster shortly on next steps.

The operator reviews the suggestion and determines that it makes sense in the conversation. The operator keys the UP arrow to select the suggestion and hits “Enter” to send.

Operator: Newly submitted claims are reviewed within 24-48 hours, so you should be hearing from your adjuster shortly on next steps.

Visitor: Great, thanks.

 

An OmniGuide Prompt

Visitor: I’m having trouble finding where to submit the photos for my claim

Based on the visitor's input OmniGuide suggests the following:

OmniGuide: offer CoBrowsing and guide the visitor

The operator starts typing to auto-populate a Lightning Message before clicking to offer CoBrowsing to the visitor

Operator: I can walk you through that if you’d like? Please accept my offer to CoBrowse.

The visitor accepts and the two navigate the portal together

  

How do I use OmniGuide?

You always have the ability to review OmniGuide’s suggestions before sending them to a visitor to ensure a positive customer experience.

When an OmniGuide suggestion appears, review the response or prompt and determine whether or not it is logical for the scenario.

  • If yes, click the up arrow key to select the response and pre-fill the text box.
    • If necessary you can tweak the response before hitting enter to send.
  • If the response is not logical for the scenario you can disregard the suggestion and craft a custom response.

 

See OmniGuide in action in the following video.

Operator Side           //           Visitor Side 

 

 

Other FAQs

How is this different from a Knowledge Base?

OmniGuide is different from the concept of a Knowledge Base, which you are likely very familiar with. Knowledge bases typically are a repository for FAQs with lengthy articles and can be used for internal and/or external purposes. OmniGuide, on the other hand, is designed to have shorter responses that logically flow in dynamic and complex conversations.

 

Will this be automated eventually?

SaleMove will work with your company to analyze when responses and prompts are utilized to improve the accuracy of the suggestions. As we continue to train the engine and improve the accuracy over time this can become more automated.

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