Example for using hot key to trigger a bot

In this example, a front desk executive of an insurance company responds to a call from an existing customer who wants to understand the policy details and its validity. The executive uses a hot key to trigger a bot that retrieves the customer's information.

Prerequisites

Information about all the existing customers and the insurance company's various policies is distributed across two different databases. An existing bot maps the data between the two databases and provides consolidated information in a user readable format to the executive. Ctrl+L is set as the hot key to trigger this bot.

Procedure

The executive collects caller's information to verify if it is an existing customer.
The executive confirms the caller is an existing customer who wants to know the policy details.
The executive uses Ctrl+L to trigger a bot.
The bot retrieves the customer information and the corresponding policy details. An authorization message is displayed.
The executive reviews the information that is consolidated in a form, and answers the customer queries without any delay or hold time.
The following image illustrates this attended automation scenario:

Automation 360