Customer Service Automation

In today’s contact center market, automation has become a standard. Consumers demand instant, round-the-clock support. Implementing automation tools, such as voicebots or chatbots makes it possible.

Voicebot

Voicebot is a tool that enables automated, voice-based customer service. The end user is communicating using voice, either by providing or obtaining information. Thanks to implementing of machine learning and the latest in ASR (Automatic Speech Recognition) Technology, the tool allows one to process multiple inquiries simultaneously, in a user-friendly manner, at any time of day or night. Thanks to using the simplest and most natural means of communication, the tool positively impacts CX and customer satisfaction.

Pros:

• More convienient to use
• Lower costs
• Relieving the human staff
• Improved process efficiency
• 24/7 availability
• Processing hundreds of inquiries simultaneously

 

Chatbot

Chatbot is a tool that allows users to automatically communicate with a brand using text messages. Responses received by the user rely on predetermined scenarios. Thanks to the implementation of Artificial Intelligence, chatbots can learn and widen the range of replies the users can receive. Additionally, frequently asked questions can become a part of a knowledge base, or FAQs, that enable the users to find the information they’re seeking independently. An additional advantage of our technological solutions is the application of the Morphologik module, which recognizes even those queries containing linguistic errors. For customers, this means that they can communicate with the software more freely, improving their CX.

Pros:

• Lower costs
• Relieving the human staff
• Improved process efficiency
• 24/7 availability
• Processing multiple inquiries simultaneously
• Integration with CRM systems to maintain communication continuity

 

Consultant monitoring automation

High customer service standards are a significant competitive advantage in today’s business landscape. By leveraging ASR (Automatic Speech Recognition) technology, we can delegate the task of listening to hundreds of hours of recorded conversations to specific tools that will extract the data we seek, thus streamlining our team’s work. By automating the monitoring process for consultants, we can quickly and efficiently identify areas in our consultant’s work that need adressing while keeping the cost of the whole process low.

Pros

• Providing the transcribed data analysis
• Transcribing audio and video recordings to any text formats
• Transkrypcja nagrań audio i wideo do dowolnego formatu tekstowego
• Analyzing large amounts of data simultaneously
• Lowering monitoring costs