Merchant Guide to Conversational Voice Assistant

Description: This guide explains how to use the Conversational Voice Assistant (CVA) system to quickly get support, access account details, and route your call using voice commands.

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Shift4 Enhances Support Experience with a Conversational Voice Assistant

At Shift4, we are committed to delivering the fastest and most efficient service possible, not just at the point of sale, but across every touchpoint, including Support.

We are excited to announce an upcoming enhancement to your Shift4 Support experience: a  Conversational Voice Assistant phone system. This feature is designed to make your experience faster and simpler when contacting Support.

How it works

When you call Shift4, there is no need to navigate a complex phone menu. Instead, just speak naturally and tell us what you need in your own words. Our system will analyze your request and automatically route your call to the department best equipped to handle your needs, no more guessing which number to press.

Keeping it short and specific

By telling us "the reason you are calling" and "what product you are using," you will be routed to the right place quickly and accurately.

Good examples:

You need help with…	Try Saying…
A declined payment	“A card was declined.”
Bank Account changes	“I want to update my deposit account.”
Adding tips	“I need to add a tip.”
Order paper or printer supplies	“I need to order paper.” or “I need to order supplies.”
System or PIN Pad Support	“My SkyTab terminal will not connect to Wi-Fi.” or “My pin pad is not responding.”
SkyTab POS	“I need help with SkyTab.”
Lighthouse Business Manager (LBM)	“Please help me with the Lighthouse Business Manager.” or “Please help with LBM.”
Deposits	“I didn’t receive my deposit.”

When we might ask for more information

If the statement is too vague, you will be asked to provide a little more detail. Some examples of what to avoid: 

• “I need help printing a check.”
  • Could you specify which point-of-sale (POS) software you’re calling about?
• “I have an error on my terminal.”
  • Could you specify which point-of-sale (POS) software you’re calling about?
• “My point-of-sale (POS) is not working.”
  • Could you specify which point-of-sale (POS) software you’re calling about?
• “I can’t log in.”
  • Could you specify which of our solutions you need assistance with?
• “I need help with the Shift4 website.”
  • Which Shift4 website are you calling about?

If you don’t end up where you expect

In the rare instance you don’t end up where you expected, the agent who takes your call will get you to the right spot, and the phone call will be reviewed by our technology team to make sure the phrases you used are being understood properly going forward.

Opting for the push button experience

We want everyone to have the best support experience possible, and the Conversational Voice Assistant will help us provide that. If it isn’t meeting your needs, you can simply opt for the standard push button phone menu by pressing “#”.