Chapter 10: Business Process Automation : Supercharged by AI
Case Study
Harnessing AI for Business Process Automation: Call Center Case Study – Step by Step Playbook
CONTEXT:
Meet Karen. She runs a small call center for a thriving travel company, “Voyager Inc.” Her team is primarily responsible for finding and onboarding new hotels. Karen’s tasks are numerous and challenging, as they involve reaching out to potential hotels, vetting them for quality and compliance, negotiating contracts, and finally onboarding them to Voyager Inc.’s platform. But Karen, aware of the potential of AI in business operations, is ready to transform her call center with the help of AI tools.
AI Tools Used:
- CHATGPT (For Creating Custom Mails, Responding to Hotel Queries, Contract Draft etc.)
- Webautomation (For Scraping the Hotel Leads List)
- SignalHire (For Getting the Contact Details of Shortlisted Leads)
- Crystal Knows (For Decoding the Lead Personality)
- Zapier (For Automating Lead Comm Funnel, Contract Signup, Onboarding and Engagement)
- Calendly (For Scheduling Appointments on Auto Pilot)
- Slack (For Customer Support while Onboarding)
- Oneflow (For Automated Contract Management)
Step 1: Automated Lead Generation
Karen initiated her process by setting up automated lead scraping through WebAutomation. This tool scraped hotel information from platforms like Google, TripAdvisor, and Booking.com. Using Zapier, she transferred this data to a Google Sheet for further processing.
Step 2: Intelligent Lead Qualification
Karen set up automated lead qualification within Zapier, filtering leads based on criteria like the number of reviews, room prices, and star ratings. Qualified leads were then moved to a Level 2 Google Sheet for personalized outreach.
Step 3: Contact Details Retrieval
Karen used SignalHire to fetch the contact details of decision-makers at the shortlisted hotels, ensuring she was reaching out to the right people.
Step 4: Personality-Driven Outreach
Karen employed Crystal Knows to analyze the personality traits of her leads. This enabled her to craft personalized and compelling communication strategies.
Step 5: Crafting Custom Emails
Karen utilized ChatGPT to draft initial contact emails that were not only friendly but also tailored to the lead’s personality. She automated this process through Zapier, achieving a 10x conversion rate for her emails.
Step 6: Automated Follow-Ups
Karen set up automated follow-up emails through Zapier, ensuring that no potential lead was missed due to a lack of follow-up.
Step 7: Streamlined Contract Creation
Karen used ChatGPT to draft initial contracts and prepare responses for common negotiation points. She then automated the contract creation process using Oneflow.
Step 8: Automated Onboarding
Once a hotel signed the contract, Karen used Slack and Zapier to automate the onboarding process. She trained ChatGPT to act as a Virtual Assistant during this phase, answering any queries from the new partner.
Step 9: Relationship Management
Karen used AI tools to schedule regular check-ins, send satisfaction surveys, and receive feedback. Automated alerts were set up to notify team members of any issues raised by the hotels, ensuring prompt resolution.
Karen’s strategic use of AI tools has not only streamlined her operations but also scaled them by 10x. Her story serves as a blueprint for businesses looking to harness the power of AI in automating complex processes, from lead generation and contract creation to onboarding and relationship management.