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VIP Customer Experience

Provide tier-based routing and special handling for high-value customers.

Business Value​

Problem: VIP customers get same treatment as everyone else

Solution: Automatic VIP detection and priority handling

Results:

  • 50% increase in VIP satisfaction scores
  • 80% reduction in VIP churn
  • $500K+ annual revenue retention
  • Premium customer experience

Implementation​

Identify VIP Status​

POST /v1/calls/start
{
  "call_id": "call_001",
  "identity_hints": {
    "ani": "+14155551234",
    "external_ids": {
      "customer_id": "CUST-12345",
      "tier": "platinum"
    }
  }
}

Response:

{
  "call_id": "call_001",
  "customer_ref": "cust_abc123",
  "call_start": "2026-02-06T15:30:00.000Z",
  "identity": {
    "confidence": 1.0,
    "level": "very_high",
    "sources": ["external_id", "ani:mobile", "recency:1day"],
    "recommendation": "reuse"
  },
  "open_intents": [],
  "variables": {
    "tier": {
      "value": "platinum",
      "source": null,
      "ttl_seconds": 2592000
    },
    "account_value": {
      "value": "250000",
      "source": null,
      "ttl_seconds": 2592000
    },
    "preferences": {
      "value": "Prefers email updates",
      "source": null,
      "ttl_seconds": 2592000
    }
  }
}

VIP Routing Logic​

IF variables.tier.value = "platinum" OR variables.tier.value = "gold":
    Priority: 1 (Highest)
    Queue: VIP_Dedicated_Team
    Greeting: "Thank you for being a valued customer"
    Max Wait: 30 seconds
    Callback Option: Immediate
ELSE:
    Standard routing

Use Case Examples​

Scenario 1: Enterprise Account​

Profile:

  • Account value: $250K/year
  • Tier: Platinum
  • Special needs: 24/7 support, dedicated account manager

Call Flow:

1. Customer calls
2. System identifies: VIP Platinum
3. Skip IVR menu entirely
4. Route directly to dedicated team
5. Max wait: 30 seconds (vs. 5 minutes standard)
6. Agent sees: Account value, tier, preferences
7. White-glove service from first second

Greeting: "Welcome back, Mr. Johnson. I'm transferring you directly to your dedicated account manager."

Scenario 2: High Lifetime Value​

Profile:

  • Customer for 10 years
  • Lifetime value: $50K
  • Never had issue before

Call Flow:

1. First-time caller to support
2. System shows: Long-term customer, high value
3. Route to: Senior support team
4. Agent sees: "Customer loyalty: 10 years"
5. Extra care to retain valuable customer

Agent approach: "Thank you for being with us for 10 years. Let me personally make sure this issue is resolved to your complete satisfaction."

Configuration​

Tier-Based Routing​

const tiers = {
  'platinum': {
    queue: 'vip_platinum',
    priority: 1,
    maxWait: 30,
    greeting: 'vip_platinum.wav'
  },
  'gold': {
    queue: 'vip_gold',
    priority: 2,
    maxWait: 60,
    greeting: 'vip_gold.wav'
  },
  'standard': {
    queue: 'general',
    priority: 5,
    maxWait: 300,
    greeting: 'standard.wav'
  }
};

function routeVIP(apiResponse) {
  // Extract tier from API response
  const tier = apiResponse.variables?.tier?.value || 'standard';

  return tiers[tier.toLowerCase()] || tiers['standard'];
}

Best Practices​

  1. Automatic tier detection - Don't ask customers their tier
  2. Invisible priority - Don't announce "you're being prioritized"
  3. Consistent experience - VIP treatment every time
  4. Track satisfaction separately - Monitor VIP CSAT independently
  5. Escalation protection - Never let VIP customers escalate

ROI​

VIP Churn Prevention:

  • 1 Platinum customer saved = $250K/year revenue
  • Prevention of just 2 churns/year = $500K retained
  • Sticky Calls cost = $240/year
  • ROI: 208,233%

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