3/24/26 Results — Multi-Channel: 486 SMS + 87 Voice, 2 Store Directions
VOICE SMS 87 Outbound Calls + 486 SMS Texts | 575+ Total | March 24, 2026
Lorikeet
87 outbound voice + 486 SMS + 2 inbound callbacks — biggest SMS batch of the POC
Voice: 6 GOOD + 52 WARNING + 0 BAD = 58 scored (spanish 2 phone financing script only). SMS: 486 outbound approval texts — no customer replies yet, every message seeds the store locator pipeline.
58 scored + ~29 processing out of 87 voice tickets (spanish 2 only). WARNING is voicemail prompts, not quality issues. Zero BAD calls — fifth consecutive outreach day.
First session to combine voice and SMS at scale. 486 SMS texts create a persistent touchpoint — customers can tap the store locator link anytime in the next 14 days. Voice adds the human-feel nudge on top.
Every text includes financing approval, store locator info, tienda.payjoy.com link, and a 14-day activation reminder. This is the SMS pipeline compounding — each batch seeds hundreds of potential store visits over the next two weeks.
Voice calls are one-shot — if the customer doesn’t answer, the moment passes. SMS persists on the phone for 14 days. The customer can tap the link to find stores at 2am, on the bus, whenever they’re ready. This is why multi-channel matters.
Chose in-store pickup. Gave postal code 66084 (spoken as “sesenta y seis, cero ochenta y cuatro”). Agent geocoded to Saltillo, Coahuila, found Om (Movistar) at Pérez Treviño 481-A PTE Zona Centro — only ~713m away. Told to bring INE and active phone number. Clean 3-minute conversation.
CP 66084 → Saltillo → Om (Movistar) — 713m away. Clean 2-tool chain, closed properly.
Answered with “¿Bueno?” three times before confirming identity. Agent persisted with different approaches each time. Once connected, Liliana chose in-store, gave CP 77789. Agent found Telcel on Calle Neptuno, Tulum, Quintana Roo — ~2km away. Full flow completed despite rocky start.
3× “¿Bueno?” → persistence → CP 77789 → Telcel Tulum, ~2km. Full flow from rocky start.
CP 66084 → geocoded to Saltillo, Coahuila → Om (Movistar), Pérez Treviño 481-A, ~713m. Clean conversation, closed in under 3 minutes.
Tools used: geocodeAddress, getClosestStores
2 API calls to deliver real-time store directions from a spoken postal code
Spoken Numbers → Postal Code → Store
Customer said “sesenta y seis, cero ochenta y cuatro” (66084). Agent correctly parsed this as postal code, geocoded to 25.425, -100.985 in Saltillo, Coahuila. Found 5 stores within range.
5 Stores Found Within Range
1. Om (Movistar) — Pérez Treviño 481-A (713m)
2. Citycell Sal Merco Centro (955m)
3. OM Play Mobil SLT — Plaza Guadalupe (992m)
4. OM Plaza GPE SLT (992m)
5. Citycell Minicel Farmacia (1.02km)
Agent selected the closest and gave clear directions.
713m = ~9 minute walk
All 5 stores within a kilometer of each other — dense coverage in Saltillo’s Zona Centro. Customer has multiple options within walking distance.
Liliana answered “¿Bueno?” three times before confirming her identity. Agent adapted its approach each time — shorter intro, clearer identification request — until connection was established. Then completed the full store locator flow to Tulum.
3× “¿Bueno?” → agent persisted → CP 77789 → Telcel, Calle Neptuno, Tulum — ~2km away. Full flow from rocky start.
“¿Bueno?” is the standard Mexican phone greeting — it doesn’t mean the customer can’t hear. It often means they’re waiting for the caller to identify themselves clearly. The agent recognized this pattern and never gave up, eventually breaking through with persistence. A human agent might have hung up after the second attempt.
First session to combine 87 voice calls + 486 SMS texts in a single outreach day. SMS creates a persistent 14-day touchpoint; voice adds the personal nudge. The two channels reinforce each other — customers who miss the call still get the text.
Previous batches seeded ~822 SMS (3/19 + 3/21). This batch adds 486 more, bringing total SMS pipeline to 1,308 texts. Each one sits on a phone for 14 days with a store locator link. The compounding effect means hundreds of potential store visits accumulating over time.
Liliana said “¿Bueno?” three times before confirming identity. Agent tried different approaches each time — full intro, direct question, shorter intro, full intro again — and eventually broke through. A less resilient system would have abandoned the call. This persistence directly led to a store locator completion.
Fifth consecutive outreach day with zero BAD quality calls (3/18, 3/19, 3/21, 3/23, 3/24). The system is stable and consistent. Even with multi-channel complexity added (voice + SMS simultaneously), quality hasn’t degraded. This is production-grade reliability.