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Good morning,

My director has asked me to explore a feature that would improve our customers' self-service experience by allowing callers to locate their nearest service center without needing to speak with an agent. One of the requirements is that we avoid simply sending the customer a link to our existing locator website.

As I've been working through the potential solution, my initial thought process is:

Customer calls in → Voice bot → Ask permission to send a link requesting access to the customer's location data → Use the geolocation data to query our service center locator → Return the three closest service centers, along with their contact information, to the customer via SMS.

The reason I'm leaning toward using the customer's geolocation is that many customers may be calling while traveling or from an unfamiliar area and may not know the city or ZIP code they are currently closest to.

The piece I'm not sure about is how we would handle obtaining the customer's geolocation from their mobile device. I understand this would likely require something outside of Genesys Cloud natively, but I'm not sure what options are available or where I should start architecturally.

Do you know if there is a way to accomplish this through the platform, perhaps by sending an SMS link that can request the customer's location and return the geodata to us? Or is there a better approach you would recommend for achieving this type of self-service experience?

I'd appreciate any guidance on what is technically feasible and what the recommended architecture might look like.

Hi Kyle,

Have you considered using the area code?

• You could create a Data Table containing the relevant area codes;
• When the customer calls, use Architect's native functions to retrieve the area code from their phone number;
• Check the Data Table for a match:
  • If a match is found, confirm with the customer that this is their area code and that this is the area where they need assistance;
  • If the customer says they need assistance in a different area, or if no match is found in the Data Table, ask for permission to send them a link to share their geolocation.

Before sending the geolocation link, you can ask the customer if they are currently in the area where they need assistance. If they are not, you can ask which area they need assistance in and capture their response through the bot.

This is how I would structure the flow. I'm not sure if this approach works for you, but I hope it helps.