Customer Engagement Model

Opening

Hi! This is $!{operator.nickname}. Thanks for messaging with me today, here at Ally Customer Care. How may I help?

Opening- AI Transfer

Hi! this is $!{operator.nickname} . Please allow me 1-2 minutes to review your previous conversation with Ally Assist.

I appreciate your patience, {customer name}. Upon checking here, it seems that you want an assistance regarding the {reason for contact} . Rest assured that you have me here and will do my best to assist you!

Hold

I want to ensure you that your inquiries and request will be answered and processed with accuracy, respectively. I need {hold period} to check my resources {and/or do the process}. Would that fine with you?

Request extra hold period

I really am thankful with your patience, {Customer's name}! I know that it is already within and beyond the initial requested hold period, may I have another {hold period} to complete your request?

Presign

I'll ask you few questions along the way in order for me to address your inquiry easier and process your request much easier. Would that be fine with you?

Probing Questions ( if applicable)

zxc Discovery and Solution

Moving forward (if applicable)

Moving forward, you can also manage this on your end through our Ally Online Service (AOS), (navigate customer to our AOS based on inquiry or request)

Summary

To sum up what we have discussed and did, we {customers reason for contact + solution provided/action made}

Preclose

I want to make sure that I've addressed everything for you completely, is there anything else that I can help you with?

Closing

It was a pleasure chatting with you today, {Customer's Name}! Thank you for your time and patience with me. Have a great day ahead!

Please also remember we are available 24/7 to assist you with your online banking needs at Ally.com, or by phone at 1-877-247-ALLY (2559).

We value your feedback; please remain in the chat window to answer a few questions about your experience with us today.