Kiosk troubleshooting

Tappy now guides customers through troubleshooting steps for repetitive queries such as:

• No receipt dispensed
• Cash inserted but not posted (“kinain ng machine ang pera”)
• Cancelled transaction with trapped bills
• Wrong receiver number inputted

While serious cases like kiosk malfunctions or cash-trapping still require human resolution, Tappy reduces delays by preparing all necessary information in advance. If human agent assistance is required, it captures reference numbers, transaction details, and contact info. This ensures that live agents receive a complete case file when escalation is required.

More than 50% of tickets - 9,000 monthly inquires - are lodged outside live agent working hours, demonstrating Tappy’s role in keeping service always on.

Proto’s inbox and ticketing features enable:

• Seamless switching between automated and live support
• Easy review of the linked chat preceding the ticket by live agents – for a complete conversation context
• Automated customer notification after the ticket is created

Once the ticket is submitted the customer can track ticket status using their reference number, transaction type, or phone number.

As adoption accelerated – reaching 800,000 interactions and 30,000 chats within just two months of deployment – this workflow proved critical in managing volume without increasing agent headcount.

Transaction status

Previously, transaction status queries were one of the biggest drivers of tickets, overwhelming agents and delaying responses by 1–3 days. Tappy now provides instant updates on general payment or loading statuses, giving customers real-time reassurance.

• Customers can check transaction status by providing a transaction ID or a phone number used in the transaction alongside with the transaction type
• Failed transcations can be immediately escalated to live agents
• Customer can view anticipated wait period for the pending transactions

With full context already logged and summarised, agents resolve escalated tickets faster. This workflow doubled the number of handled inquiries within two months of the deployment – while keeping the same support team headcount.

FAQs

Finally, frequently asked questions such as

• “How do I reload my wallet?”
• “What if the kiosk doesn’t print a receipt?”

– are now answered instantly in Taglish and Filipino languages. This lifted customer confidence and reduced agent pressure during peak transaction periods in this multilingual market, resulting in a 60% inquiry automation rate – the percentage of chats handled without human intervention.

Importantly, Tappy ensures after-hours 24/7 coverage: FAQs are answered immediately, while complaints are logged as tickets, complete with confirmation emails sent to customers. This closed the overnight gap when no agents were available. On average, more than 52% of all chats – over 15,000 each month – happen outside live agent working hours.