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Efecte AI Voicebot
In 2022, Efecte acquired Conversational AI company InteliWISE. Now, InteliWISE’s unique intelligent and programmable Voice Automation solution is available to Efecte's customers across Europe for better sales, customer service, and engagement.
Until now, Artificial Intelligence (AI) has mainly supported the text channel – established Chatbots were used for automated texting. The new generation of AI-powered speech recognition technology, however, offers new possibilities – Voicebots (Voice Chatbots) go one step further – they recognize users’ voice commands and respond to inquiries using voice and text.
AI Voicebot is a new solution for call centers, online stores and sales
New AI-based technologies help handle incoming calls, lowering service costs.
- ASR is a technology that recognizes voice commands and converts them into text
- NLU helps understand the question and recognize the intent
- Conversation module provides answers or asks for clarification
- Programmable dialog flow guides conversation, decides when to switch to agent
Tangible, financial and business benefits of using this new technology
Off - hours support, even during holidays, or at night
Virtual Voice Assistant supports the hotline even when live agents' are off the working hours.
Replaces or supplements IVR
Can be incorporated into almost any existing IVR.
Acts as a standalone, virtual assistant
A pre-trained conversation scenario can lead to a complete solution to a problem, without an agent.
Automated information about the real-time, relevant
customer data
When integrated with key customer's information, Voicebot can give real-time information like dates, statuses over the phone.
The company's team can edit content, add MP3, and manage Voicebot through a powerful administration dashboard
- An intuitive set-up dashboard enables deployment of the voicebot even in one day.
- Pre-built content is covering scenarios, helps a quick set-up.
- Quick integration with your Call Center (hotline) systems.
Efecte Voicebot speaks with a natural voice-over. It makes the sound very authentic, which is the desired value from the customer’s point of view.
36%
Reduction in the average
cost of call
>34%
Processed complaints
without a live agent
>70%
Bookings set
automatically
4 examples of Voicebots’ capabilities in generating leads and customer service
So far, the hotline consultants have served tens or even hundreds of thousands of calls related to recurring problems. This is where you should look for optimization and savings by implementing Voicebots.
Here are the four most common cases:
Check order status, payment, booking, return status –
comprehensive automation of recurring call types.
Collecting standard data over the phone –
to verify the connection or request company and bank cards, fill in forms, and comprehensive account authentication.
New generation IVR –
call distribution using voice, without the participation of a consultant, depending on the case.
Outbound/outbound sales campaigns –
e.g. visit reminders, product reorders.
How can Efecte Voicebot improve customer service?
By shortening the waiting time for the hotline to a few seconds
On average, a few minutes, in the best (but rare) case 20-30 seconds – that’s how many customers have to wait for a call with a consultant. Voicebots take calls immediately, within seconds, and when they don’t know the answer, they allow you to quickly connect callers with consultants who are trained to solve complex problems. Plus, there’s no need to go through the annoyingly long IVR menu. For example, Voicebot InteliWISE upgrades or even replaces the company’s IVR, is a more enjoyable option – it can ask callers about the reason for contact – just like a secretary – and intelligently connect them to the right department.
By adding a voice function to existing chat rooms – dictating a question
Voice is the fastest way to get in touch. Voicebots can be added to chat rooms – text widgets – in apps or social media – so that users can say what they are reporting instead of typing long text in a window.
By scaling up customer service on the hotline
Voicebot can conduct human conversations in a superhuman way. Voicebot can engage hundreds or even thousands of customers at the same time while paying attention to each of them individually – this is extremely important in moments of particularly high traffic – promotion, and failure. Voice Recognition and Natural Language Analysis (NLP) technology enable a smooth response to irregularities in hotline connections. The transfer of responsibility for repeated queries to Voicebots will translate into better management of the work of specialists.
By shortening the duration of the transaction – reservation, cancellation, cancellation
Some tasks can be performed simply faster by machines than by consultants. Voicebot can perform repetitive tasks such as booking, canceling a reservation, and checking the status of ticket purchase – faster than consultants.
By creating a more contactive customer service centre
Often the consultants are irritated and overwhelmed by their duties due to the pressure to serve as many calls as possible and the need to answer each question. And Voicebot is happy to answer hundreds of the same questions – always with the same amount of sympathy.
By adding a voice to the self-service function
Thanks to Voicebots, self-service will be more customer-friendly. Instead of searching for answers to their questions on a website or forum, they simply ask the Voice Assistant.
Contact us for more information!
For more information about the InteliWISE AI technology please visit https://inteliwise.com/voicebot/.