It no longer matters to customers whether they start the dialog by phone with a VoiceBot, continue it via the website using a ChatBot, communicate via a smart speaker using voice input, or use messaging services such as WhatsApp, Facebook Messenger, or Viber: All of these contact channels provide the same information because they use the same database. Best of all, by avoiding information silos, these communication channels can be quickly and easily integrated into the customer service experience.
CreaLog offers ServiceBots that can be deployed on-premise or from the cloud and require little or no investment in the company's own infrastructure. The different billing models are also flexible, ranging from tiered pricing based on time of use, processed service cases or number of customer requests, to contemporary managed services. The large number of available language packages enables the global use of the ServiceBots.
When developing ServiceBots, CreaLog benefits from over 25 years of experience and expertise with intelligent, interactive voice response (IVR) systems for a wide range of industries. The planning and development of each ServiceBot always focuses on the following questions: What is the customer's intent and how can they get it quickly and in a focused manner? If it's a matter of standard inquiries such as opening hours or rates, predefined menu items can be a suitable solution. If complex and diverse topics are involved, free text or voice input will lead the customer most swiftly to the goal. Mixed forms in the question/answer structure of the ServiceBot are particularly convenient for customers: freely formulated inquiries in the first step, then targeted follow-up questions from the ServiceBot. This turns automated customer service into an enjoyable experience.
An exact analysis in the run-up to the project is important for the successful use of a ServiceBot, and has to answer the following questions:
If you consider these aspects in your planning, you will achieve true multimodality - and ServiceBots will be accepted by your customers!
Contact us now for a comprehensive consultation regarding ServiceBots.