Due to the development of speech recognition and synthesis technologies, intelligent voice and chatbots are becoming a new tool in business communication. Businesses need to exchange data with customers offering any convenient communication channel at any time. Voice and chatbots allow customers to get the relevant information quickly and in a convenient way.
Why bots are becoming even more relevant?
Most of the incoming calls a call center handles do not require specific skills of interaction with customers and deep understanding of the services. Therefore the development of voice recognition and speech synthesis technologies enables us to build functional solutions and scenarios. Today’s technology empowers us to synthesize speech almost indistinguishable from ordinary human speech. With the speed of response, as well as the quality of speech synthesis, it feels that you are talking to a real person.
Who could be interested?
The introduction of voice assistants may be favorable for almost any company communicating with customers even processing standard requests on a regular basis. And it does not matter whether the company operates its own call center or uses other ways to exchange information. Voice operators can work on both incoming and outcoming calls, and the right approach to implementation will help to build the process even where such channels of communication have not been used before.
Ecosystem of robotics back-office
Providing end-to-end automation and creating a full-fledged ecosystem implies transformations at the level of incoming operations and communication with customers. The automation of the back office is also involved, which is responsible for processing information recognized in the calls with the customers.
The automation of the entire back office starts from the receipt of requests via various channels (in addition to voice chatbots these are phone, e-mail, external Internet websites) and ends at further processing of requests. This is achieved through the use of various technologies interacting with each other and forming a single environment. In addition to the usual automation in the backend at the level of specialized information systems, we use robotic process automation (RPA) technologies, integrate systems based on data bus, create corporate portals and implement business process automation (BPM) systems. Owing to the use of several integrated systems, it is possible to extend omnichannel to internal operations and to ensure their continuous performance.
Benefits of chatbots
The volume of robotic call processing can be scaled much easier compared to human operators, and queues can be eliminated while prompt response is ensured. As for chatbots, the response comes instantly if it is a common request, while the human operator can focus on processing complicated requests that robots cannot cope with.
If a customer is served quickly and efficiently from the first attempt it certainly increases their loyalty to the company. Omnichannel access allows customers getting necessary information in a convenient place and time. This solution also helps to reduce the cost of maintaining call centers. Indirect savings are achieved by eliminating the need for regular training of all employees as only one bot is trained and this knowledge is scaled to all other robots.
Our recommendation: Talk-A-Bot
Softline has an extended independent software vendor network and as a result it can offer specific and complex solution to different business needs. Talk-A-Bot’s unique bots are built from over 30 integrable function modules and leverage the chatbot-marketing know-how built from tens of millions of conversations. All chatbots they’ve ever made are different, because they are tailored to the needs of each client. With Talk-A-Bot the following components are guaranteed:
Interaction & Marketing automation
With an automated chatbot service, you can forget about mobile applications, e-mails, and human resources for social media platform maintenance.
Talk-A-Bot framework’s architecture is enterprise-grade, the software is horizontally scalable, and we can deploy new functions and features cost efficiently without any user-side software updates. This system supports banks, government bodies and passed various IT security tests. Data management is fully GDPR compliant.
Chatbot marketing know-how
We develop unique and customized bot personalities (character, communication style, avatar) to avoid the feeling of talking to a cold machine.
Softline Group and CALLFLOW announced a partnership to further accelerate digital transformation and provide a wide array of unified communication solutions for customers in Eastern Europe. Through this partnership, CALLFLOW contact center solutions and private branch exchange (PBX) systems become available through Softline in Hungary, Serbia, Slovenia, Romania, Croatia and Bulgaria. As a result, Softline customers in Eastern Europe are able to implement a highly appraised solution, unlocking the full potential of digitalisation.
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