Best practices for using form autofill

Form filling in Voice AI is a valuable tool that can greatly enhance the efficiency of CSRs by automatically filling in form fields with information obtained during a conversation. To maximize the benefits of this feature, it is crucial to set it up properly and to carefully consider the conversational flow when designing the application.

Key points to remember when using Autofill with forms in Voice AI include:

• Autofill is most effective for data collected during the conversation that may not be immediately visible on the current form.
• Avoid using Autofill for the first piece of information requested during a call. Customers often describe their need before the CSR has opened a Case and displayed the associated form.
• Voice AI can populate only those form fields that are empty, so ensure that fields are not pre-filled if you want Voice AI to fill them.
• Autofill is efficient when multiple data points are requested simultaneously, but it fills the data in the order that fields appear on the form. If Voice AI receives information for fields of the same data type, for example, two date fields, then the first received piece of information fills the first occurrence of the field in the form.
• When designing forms with date fields, it is best to keep multiple date entries on separate pages of the form, as Voice AI associates the first provided date with the first date field in the currently displayed form.

By adhering to these guidelines, you can effectively use Autofill to improve the customer service experience and make the process more efficient for CSRs.