AI-powered Voice Bots
One of our key offerings is an advanced voice bot solution, a powerful tool designed to transform your contact center operations. Leveraging state-of-the-art natural language processing and machine learning algorithms it is it is an intelligent virtual assistant that understands and responds to customer queries in real-time and delivers exceptional customer experiences. Integrated with ID Cloud contact centre software our AI powered solution automates routine interactions and frees up human agents to focus on complex and high-value tasks.
By automating routine interactions, it reduces the workload on human agents, allowing them to focus on more complex tasks. This improves operational efficiency and reduces staffing costs. Additionally, the Voice Bot can handle a higher volume of customer inquiries, leading to shorter wait times and increased productivity.
How does an AI Voice Bot Function?
- Automatic Speech Recognition (ASR) that listens to caller’s request
- Natural Language Understanding (NLU) that comprehends the caller’s intent
- Conversations Module that establishes the correct response
- Text-to-Speech System (TTS) that converts the query in text to audio
Uses of Advanced Voicebot Solution
Voicebots are powered by artificial intelligence (AI) that automate communication through digital channels. Unlike self-service IVR’s, caller’s need not listen to menu options and press conforming numbers on their calling device, using natural language processing the callers can traverse the system in their voice. Voice Bots help comprehend customer’s intent and steer them to an appropriate and effective response. Organizations can augment contact center automation for their business processes viz: answer frequently asked questions, schedule and manage appointments, debt collection reminder calls, insurance renewal calls.
Key Features of Contact Center Automation
- Automatic Speech Recognition: Performs well with different accents to enhance accuracy, language adaptability, reach and enables personalized interactions for a diverse user base.
- Advanced Call Routing: Intelligently routes calls to the most appropriate agent or department based on the nature of the inquiry or customer's preferences. This reduces wait times and improves first-call resolution rates.
- Interactive Voice Response (IVR) Integration: Integrates with IVR systems, allowing customers to navigate through self-service options using voice commands. This enables efficient call handling and reduces the need for agent intervention.
- Outbound Call Capabilities: Initiate outbound calls to customers for various purposes, such as appointment reminders, surveys, or order confirmations. It can handle automated outbound interactions, freeing up agents for more complex tasks.
- Self-Service Capabilities: Provide self-service options to customers for guiding them through relevant knowledge base to find answers to queries and resolve common issues independently.
- Real time Agent Assistance: In scenarios where the AI-powered Voice Bots cannot resolve an issue, it can be trained to transfer the call to a human agent while providing contextual information about the customer's query. This ensures a smooth transition and minimizes customer frustration.
- Sentiment Analysis: Employs sentiment analysis techniques to understand the emotional state of customers during interactions. This enables proactive identification of dissatisfied customers and facilitates prompt intervention by human agents.
- Easy Integration and Deployment: Can be integrated into your existing contact center infrastructure, CRM software’s, or 3rd party applications and database. It is designed for easy deployment, enabling a smooth transition without disrupting your current operations.
- Performance Monitoring and Reporting: With contact center automation you get a comprehensive view of performance metrics and analytics, allowing you to monitor its effectiveness and track key performance indicators (KPIs), to enable continuous improvement and optimization.
Integrate voice bot in your support operations to provide rapid assistance to customers. Get in touch today!
Benefits of Teckinfo’s Voice Bot for Call Center Automation
Voice bots can be programmed to address common and repetitive inquiries, effectively functioning as the initial tier of customer support.
What Our Customers Say
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See Frequently Asked Questions
What is a voice bot?
Voice Bot is an intelligent virtual assistant that uses natural language processing and machine learning to interact with customers through voice-based channels, viz: phone calls. It understands and responds to customer queries, automating routine interactions and providing personalized assistance.
How does the voice bot understand customer queries?
Our software is designed on vast amounts of data and utilizes advanced natural language understanding algorithms. It can comprehend spoken words, decipher customer intent, and generate appropriate responses. It continuously learns and improves its understanding through feedback and data insights.
Can the contact center automation system handle different languages and accents?
Yes, our AI based solution is designed to handle various languages, dialects, and accents. It has been trained on diverse datasets to ensure accurate understanding and communication with customers from different linguistic backgrounds.
Can it be integrated with an existing contact center applications?
Our call centre software can be integrated with CRM systems to access customer information and retrieve relevant data to provide personalized and contextually rich conversations. Integration is facilitated through APIs and compatible software interfaces.
Can the bots be customized to reflect our brand's voice and tone?
Yes, these can be customized to align with a brand’s voice and tone. We work with businesses to define the appropriate conversational style, language, and messaging to ensure a consistent and personalized experience for their customers.
