News22 September 2022Stefan Riesel

Must-Have or Nice-to-Have? Service Automation with IVR and VoiceBots

"Please press 1 for questions about your current bill, or 2 for all other matters": this is roughly what the must-have side of automated phone-based customer service sounds like.

It's only with the nice-to-have – a VoiceBot with conversational AI – that many companies find themselves on thin ice. Now the challenge is to reliably recognize and interpret freely phrased requests and concerns from customers, resolve them in a process-compliant way end to end, or hand them over with a smooth digital handshake to an agent in the service center.

Drawing on striking examples, customer care automation expert Stefan Riesel shows the way to solutions that leave customers thoroughly satisfied and contribute to a positive customer experience. Alongside his more than 20 years of project experience, he also brings in current technologies such as conversational AI, which he presents in the webinar. And to keep the ice-skating analogy going: intelligent service automation with a VoiceBot delivers the desired effects quickly – and soon you'll be landing your own triple axel too ?.

In the CreaLog webinar, you'll learn:

why a simple IVR still helps customers today, when it's well designed and properly integrated,
how companies use a VoiceBot to take customer service to the next level,
what VoiceBots are capable of today, and
how they support or fully take over customer service processes.