A business needs a clear process for handling new enquiries and keeping in touch with existing customers. Repetitive questions, initial qualification and routine follow-ups can take time away from more complex work. Voice and chat automation can support those tasks when it has a defined scope and a clear route to a person.
One platform in this area is Tomoru (Tomoru website). It provides voice and chat tools for customer communication. A useful starting point is a specific task, such as answering common questions or collecting the information a team needs for a follow-up.
A project using Tomoru should begin with the business process and the audience. Different sectors need different questions, terminology and escalation rules, so the conversation needs to be designed for the intended task.
Tomoru interface
How Tomoru can support customer communication
Automation can handle defined parts of a conversation and pass information to the people responsible for the next step. A project with Tomoru can focus on goals such as:
- Handling routine enquiries consistently;
- Reducing repetitive work for a contact-centre team;
- Making the next step clear for customers.
Surveys and follow-up questions can also help a business gather feedback. Decide what information is needed, how it will be used and when a response should be passed to a person for attention.
The following capabilities can support a defined customer-service workflow:
- Automated conversations: Tomoru can guide a conversation using the information and logic prepared for a task. Test the questions and responses with realistic examples, and provide a clear handoff when the enquiry falls outside the bot’s scope.
- CRM integration: Connecting the conversation to a CRM can pass relevant information into the team’s existing workflow. Agree on the required fields, ownership and follow-up actions before enabling the integration.
- Contextual responses: Use information relevant to the customer’s request to make the conversation useful. Keep the scope clear and check how the bot handles missing, ambiguous or conflicting information.
- Conversation analysis: Tomoru provides tools for managing bots and reviewing their work. Examine the questions people ask, points where conversations stop and enquiries passed to staff. Use those findings to improve the flow.
- Availability outside staffed hours: A configured bot can handle suitable enquiries when staff are unavailable. Explain when a person will respond to anything that requires follow-up, and test the handoff rather than leaving the customer at a dead end.
- Different business uses: Choose a task with a repeatable process, such as an initial enquiry, a reminder or a common support question. The conversation should reflect the products, services and language used by that business.
- Voice and text channels: Voice and chat suit different situations. Choose the channel your customers use and test how clearly the bot communicates through it, including what happens when the input is unclear.
Tomoru can support these workflows when the conversation, integrations and staff responsibilities are planned together. Judge the result against the task the bot was designed to perform.
Planning an automation project
Before choosing Tomoru, map the customer journey and identify where automation would help. Confirm the exact channel and integration required for the project. If your customers use the following services, discuss support for the relevant channel before implementation:
Define the questions the bot should answer and the situations it should pass to a person. Prepare useful responses from accurate business information, and avoid relying on an automated answer for a request it cannot resolve.
Tomoru offers AI-based voice and chat tools, but the project still needs clear information and operating rules. Decide which details are necessary for the task, how they enter your workflow and who handles the customer’s next step.
A well-designed conversation should save the customer effort. Keep questions relevant, avoid asking for the same information repeatedly and make human assistance easy to reach when it is needed.
Set measurable goals for a project with Tomoru, such as:
- Qualifying relevant enquiries for follow-up;
- Helping existing customers find the information they need;
- Identifying conversations that require staff attention.
Contact Tomoru to discuss your requirements and the available demonstration or pilot options.
Contact our marketing agency (ABS Marketing) for help planning your customer communication and marketing.
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