Flip CX

Leverage real-time data on customer sentiment and intent to ensure you are sending callers to the right specialized agents. This system replaces rigid IVR menus with advanced logic that identifies frustrated callers or high-value loyalty members, ensuring that urgent purchase or technical support needs receive immediate, prioritized attention.

Depending on the specific caller intent and configuration, the platform shares deep links or requests photo evidence via text message. This feature is essential for fraud prevention on damaged items or providing delivery tracking URLs, allowing customers to resolve inquiries through digital self-service tools without waiting on a live agent.

Fully configurable triggers allow the software to call customers for time-sensitive updates like booking recoveries or package arrivals. These automated interactions help recover abandoned carts and provide upcoming ride notifications, turning the voice channel into a proactive revenue driver that captures business that would otherwise be lost to silence.

Decide when to create tickets for automated or non-automated calls, including AI-generated summaries and sentiment scores in your specific inboxes. By including full AI transcripts and transaction info, the system ensures human agents have complete context if a handoff occurs, significantly improving resolution speed and internal team efficiency.

Flip CX manages after-hours handling by taking voicemails and transcribing them into actionable tickets or emails for your support team. This ensures no agent is required for routine intake, as the AI processes specific intents and provides support 24/7, effectively eliminating missed calls during staffing gaps or holiday peaks.