Stages of implementing a Callbot
Stage 1: Get rid of IVR with Conversational IVR
Deploying a Callbot and correctly routing calls with AI enables to reduce wait times and meet SLAs, whereas call representatives can focus fully on resolving the customers’ issues. Conversational IVR transcribes the call in real time and classifies its topic using the natural language processing model. It forwards each call to the right agent and can prioritize calls e.g. calls with sales potential or technical failures.
Stage 2: Empower your representatives with Agent Assist Tool
Agent Assist solution transcribes speech to text and analyses the conversation. it will suggest solution flows to representatives, meaning it will help to ask the right specifying questions, make a quick client’s background check and suggest correct answers. Receiving correct solution flow suggestions means that the representatives can give more consistent solutions faster and with less training. As onboarding time sometimes takes months and agents have to know solutions to hundreds of different questions, the Agent assist tool helps to onboard much faster and ensure the high quality of SLA.
Stage 3: Automate flow with Call Automation Bot
As soon as stage 2 is automated and the first call resolution rate of the solution flow is high, it becomes possible to fully automate the flow. Not all the flows should be automated as we believe there are cases where representatives will keep on doing a better job for a very long time – for example, calls where a customer simply wishes to be heard. On the other hand, it is best to fully automate all the solution flows that are not very complicated and where the representative is just asking and saying what the AI suggests anyway.