Use cases
Loyalty program support in your contact center
With CONTACT.WORK, your loyalty program works in calls and chats. The AI agent identifies who is calling, lists their reward points and member benefits, warns about expiring points, and activates the customer's card – so agents stop spending time on routine questions. Calls from high-value customers skip the queue, and the agent knows their tier right away. The platform pulls balances and tiers from your rewards system through its API.
CustomerHelenGold cardPoints2 340currentQuestiongift card balance$50SummaryAI agent repliedno agent neededChallenges
Where loyalty programs fall short without a contact center
Solution
How your loyalty program changes
Points
Rewards info without an agent
The AI consultant – on the phone or in chat – recognizes the customer by phone number and tells them their point balance and the benefits their tier unlocks. The data comes from your loyalty system through its API.
- Point balance
- Tier and benefits
- API connection
Customerrecognized by numberGold cardBalance2,340 pointsfrom loyalty programPerks7% offby tierStaffnot neededAI agent repliedCard
Card activation without a store visit
Customers activate their rewards card by phone or in a messaging app, without visiting a store or waiting for an agent. The card works in the program right away, and points start adding up.
- Chat
- Phone call
- No visit needed
Channelmessaging appin the eveningCard numberansweredlinked to phoneStatuscard activein the programStore visitnot neededall in chatTier
Agents see the customer's tier
When a call comes in, the customer record opens with their tier, points balance, and past purchases. From the first second, the agent knows who they're talking to and skips the unnecessary questions.
- Tier
- Points
- Purchases
CRM tagkey customerno queueTierPlatinumsince 2022Points5 120on agent's screenLast purchase12 days agoin historyGift cards
Answers about gift cards
The AI agent explains how to buy a gift card as a present and, given a card number, says how much is left on it. These questions no longer wait for an available agent.
- How to buy
- Balance by card number
- No waiting
Questionhow to buyanswer from KBRoom•••• 4821named by customerBalance$50from accounting systemAgent waitnot neededAI agent repliedPromotions
Giveaways and receipt-based promotions
Each promotion with receipts, promo codes, or a giveaway gets its own module on the platform. Customers send in a receipt or call to learn the entry terms right away, and nobody has to sort entries by hand.
- Giveaways
- Receipts
- Promo codes
Receipts this week640via chatAnswered612terms metRejected28reason givenGiveawayon Fridayper promo rulesExamples
Rewards and promotions: four examples
Before and after, in four examples.
“What's my balance?”
A customer wants to know how many points are on their card. They used to call, wait on hold, and then the agent opened a separate program to look up the balance. Now the AI agent identifies the caller by phone number, tells them their point balance and tier perks, and explains what they can spend points on under the program rules. Agents get time back for inquiries that need a person.
- By phone number
- Point balance
- Redemption rules
Callrecognized by numberno agent queueBalance2,340 pointsstated at onceHow to use themfrom the knowledge baseAI agent replyStaffavailablefor complex questionsA high-value customer on the line
At the busiest time of day, a top-tier member calls. Their call used to land in the general queue, where they waited alongside new customers. Now the platform finds the high-value flag in the CRM, and the call goes to an agent first. While the call connects, the screen already shows their tier, points, and past purchases. The agent opens with what matters to this customer.
- High-value flag
- Skips the queue
- Tier on screen
CRM taghigh tiercall skips the queueWaitunder a minuteat peak hourOn screentier and pointsbefore the greetingHistorypurchases and ticketsin one windowBirthday wishes
Nobody used to know when a customer's birthday was, and agents had no time to send reminders one by one. Now, using the date of birth on the customer record, the AI agent sends birthday wishes with a discount offer ahead of time. The customer gets a reason to use their points and come back, and your company gets a sale without anyone picking up the phone.
- Date from the record
- Greeting
- Discount
Datefrom recordin 2 daysGreetingsentby AI agentOffer10% offper company rulesPurchasecreatedfrom the offerBuy and send your receipt
You announce a giveaway: anyone who makes a purchase and sends in a receipt can enter. Agents used to sort through receipts, and people waited days to find out whether their entry was accepted. Now the promotion module accepts submitted receipts automatically, and the AI agent explains the rules and answers participants' questions. Agents get back to their own work, and participants find out sooner that their receipt counts.
- Receipt in chat
- Promotion module
- Reply to participant
Participantsent a receiptvia messaging appPromo moduleentry countedper rulesReplyright awaygiveaway termsStaffno manual reviewmodule does itYou set the program rules, tiers, and promotion terms, and we configure them on the platform at launch.
Capabilities
More features for rewards programs
Self-service, points and tiers, offers, promotions, and oversight.
For customers
- Points in the IVRCustomers hear their point balance right in the phone menu, without being connected to an agent.
- Greeting by nameThe AI agent and the IVR address the customer by the name in your CRM.
- Card perksThe AI agent lists the benefits the customer's tier includes.
- Gift card balance by numberGiven a gift card number, the AI agent tells the customer the remaining balance.
- Program answersThe AI agent explains how points are earned and redeemed exactly as your rules describe.
Points and tiers
- Expiring pointsThe AI agent warns that some points will expire soon and suggests using those first.
- Next tierCustomers find out how many points or purchases they need to reach the next tier.
- Transaction historyOn request, the AI agent tells the customer when and why points were added or deducted.
- Points for rewardsbuilt for youThe AI agent checks the balance and tier, lists the available rewards, and processes the redemption.
- How to earn moreThe AI agent suggests which purchases or actions earn more points at the customer's tier.
- Points disputesWhen a customer disputes their balance, the AI agent prepares a transaction statement for the period for an agent to review.
Offers
- BirthdaysBefore their birthday, customers get birthday wishes and a discount as a gift.
- Opt-in messagesCustomers who opted in to marketing messages get updates on new products and offers from the AI agent.
- Personalized offersWhen a customer who is due for a repeat purchase calls, the agent sees it and suggests the right service.
- Goodwill creditbuilt for youIf a customer is unhappy about a delay, the AI agent can give them a promo code or bonus points.
- Points for actionsbuilt for youCustomers earn points for filling out a form, taking a survey, or following your social media channel.
Promotions and oversight
- Giveaways and contestsbuilt for youA dedicated module runs them on your terms.
- Promo code and receipt promotionsbuilt for youA module built for each promotion checks each submitted receipt or promo code.
- Points from the customer recordPoints and discounts an agent adds on the customer record go straight to the rewards program.
- Points as an apologyAfter a delay or another problem, the agent can give the customer bonus points or a discount right away as an apology.
- Points reportSee how many points agents awarded and whether those customers bought again.
- Queue priorityCalls from customers flagged in the CRM go first.
- Post-purchase surveyAfter a purchase, the customer rates the service, and the manager hears about unhappy customers right away.
- Program connectionIf there's no connection to your rewards system yet, we build one during implementation.
Modules
Contact center modules
Launch
Launch step by step
- 01DataWe set up data exchange with your loyalty program or CRM through its API: points, tiers, gift cards, and purchases.
- 02RulesTogether we decide what the AI agent can tell customers without a live agent, who skips the queue, and which discounts it may offer.
- 03ScriptsWe prepare the AI agent's answers about points, cards, gift cards, and promotions, and define when to hand the conversation to an agent.
- 04PromotionsIf you plan giveaways or contests with receipts and promo codes, we build a module around your terms.
- 05PilotWe start the AI agent on a share of inquiries, listen to how it answers customers, and fix any unclear wording.
- 06LaunchThe AI agent takes over card and points questions, and reports show how many were resolved without a human agent.
Preparation
What to decide up front
Q&A
Frequently asked questions
How does the AI agent know a customer's points?
The platform pulls points from your loyalty program or CRM connected through its API. If that connection doesn't exist yet, we build it at launch.
How does the AI agent know who's calling?
The platform matches the caller's or sender's phone number against your loyalty system and finds the card linked to that number.
Can we run a giveaway through the platform?
We build a dedicated module for the giveaway or contest, and it runs on the terms your company sets.
Does it work for a small business?
Even a small team can use chat rewards, customer records showing the tier, and opt-in messaging. The voice AI consultant is available to contact centers of ten agents or more.
Will customers be warned about expiring points?
Customers get an advance notice of how many points will expire and by what date, so they have time to use them.
Can customers redeem points for a reward through the AI agent?
The AI agent first checks the customer's balance and status, then offers suitable rewards and processes the redemption itself. We adapt the logic to your program's rules.
How are balance disputes handled?
The AI agent prepares a list of card transactions for the disputed period, and the inquiry reaches an agent with that list attached, so they don't have to look anything up.
Can an agent award points?
Agents can do it without ending the call – for example, if the customer was affected by a delay. The new points show up on the customer's rewards balance right away.
Why do high-value customers get answered first?
They have a special flag in the CRM. The platform recognizes their number when they call and routes the call to an agent ahead of others.
What will it cost us?
There are no license fees, and the platform itself is free. You pay for the support hours spent connecting your program and building promotion modules, plus AI usage. Contact us for a quote.
Glossary
Terms on this page
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Customer success platform (CSP)
- A system for managing customers after the sale. Learn more →
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