XXXXXXorganizes adventure tours for various exotic locations around the world, where tourists can experience amazing views along with the adrenaline rush of calculated risk.
The client onboarding process is diversified with independent agents and agencies who can accept bookings from the tourists and all the bookings are passed through SalesForce CRM.
The tourist was unaware of all the tour details because they didn't fully read the document.
The tourist knew the terms but still denied them to gain unfair benefits or refunds.
The booking agent withheld, glossed over, or even misinformed the tourist to make a sale.
An impression that the company was dishonest and uncaring about customer safety.
The tour plan acceptance process was digitized and important clauses were presented in pre-recorded audio segments for easy understanding
Along with signing a written contract, tourists were required to listen to audio explanations of important clauses and verbally agree to them.
The system plays audio segments of important clauses in sequence, then prompts the user to confirm agreement or request more information by speaking specific keywords.
The system uses a microphone to capture user responses. If there is a negative response, the process stops and a support representative is notified to address any doubts before the user can continue.
The entire questions and corresponding answers are then recorded as a single audio conversation and stored within the CRM attached with the lead and the signed consent.
The audio recording prevents misinformation and willful denial because people are unlikely to agree to something they don't understand, and it serves as proof and a deterrent.
HTML5 Audio APIs
AWS Transcribe
SalesForce API
