Allow Callers To Upload Photos

What is photo uploads?

Photo uploads enable a caller to take a photo that would be useful in the agent conversation, prior to being connected to a contact centre agent. This enhances the customer experience whilst reducing handling time and assisting the contact centre agent to understand the issue. This feature can be used to amplify technical support issues, where a photo of the device for example may assist in troubleshooting. Claims regarding lost, damaged or missing items could be made more efficient as photo uploads can provide photographic evidence to further assist in seamless communication between the customer and the agent.

How does photo uploads work?

Photo uploads is an action that can be used at any point in the IVR solution call flow. In Oration, the caller is asked “How may I help you?” and based on what they say, it determines whether a photo may be required or would assist the conversation. Oration Photo uploads can be configured in two modes according to organisational requirements:

Offer photo SMS: the caller is asked to confirm that they are happy to take a photo before an SMS is sent to the caller with a URL for the Oration Photo Capture UI; or
Always send photo SMS: the SMS link for the photo is sent to the caller without asking.

Practical example/diagram

An example use case would be a caller that calls about an issue with their internet connection and Oration determines, based on the caller’s inputs, to offer the caller Photo uploads as a prompt.

Oration asks the caller “To help us troubleshoot your internet connection issue, it would be great to get a photo of the lights on the front of your router. I can send you a text message with a link to take the photo, would that be ok?”.

The caller accepts the photo uploads prompt and Oration lets them know that an SMS will be sent shortly for them to upload a photo to the link provided. The link takes the caller to a small utility webpage that accesses their phone’s standard camera. They take the photo or select one from the images and click SAVE. Oration lets them know the photo has been received and transfers them to the agent. While the photo is being taken, Oration sits in the background letting the caller know they can cancel at any time.

The photo is presented to the agent through the agent screenpop. The agent can then use the uploaded photo to assist in rectifying the caller's internet connection issues using the visual prompt.

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